Customer Success Manager
Customer Success Manager
Adaptavist
Remote
Job ID : 6646715132535248544950586e6c354c4b673d3d
Job Description :
Working at Adaptavist
Adaptavist is a global software innovator, enabling organisations to digitally transform how they collaborate and get work done. Founded in 2005 and with a growing global reach, our customers cut across every major industry and include more than half of all Fortune 500 companies.
Today, Adaptavist leverages its deep technical understanding of Atlassian and innovative partnership with Slack to help organisations embrace new ways of working to achieve competitive advantage.
Through trusted consultancy, app development, training, hosting, and licensing solutions, Adaptavist has established itself as the go-to partner of choice within the Atlassian Ecosystem.
About the team
When you join the Adaptavist Customer Success Team, you will be working alongside with a fun team that are based across UK, Canada and Malaysia. In this team, you will work closely with a business unit and provide services to our users within the products. We are definitely aiming to grow and evolve with the business in the future so come and join this exciting, adventurous journey!
The hiring manager for this role is Chris Houckham-West, our Head of Customer Success. Check out his LinkedIn!
About the role
Are you passionate in customer success journey and building relationship with people? Are you eager and excited to learn new things from the various products that we have in the business? Are you willing to work independently and also collaborative as a team together? If so, this role might be the perfect match for your next career journey!
As a Customer Success Manager, you will help maintain a one to many approach to proactively educate users, whilst providing more hands on consultative services to a defined portfolio of growth clients. You will also help to identify the overall health of each individual customer, to report accurately on the likelihood of renewal and any growth opportunities. You are responsible for cultivating and maintaining strong relationships ensuring high levels of customer satisfaction and recognition of ROI.
You will also aid in elevating the usage of the Atlassian Community platform (specifically the Apps and Integrations, Adaptavist section) by ensuring all users have a suitable and timely response. You will drive efficiencies throughout the customer journey to improve utilisation of the Adaptavist products, whilst in turn act as the voice of the customer by providing feedback to the internal teams to help shape the Product roadmap.
What you'll be doing
Duties include, but are not limited to:
Customer Success
- Acts as a trusted advisor to a defined set of key growth Adaptavist customers. Applies a range of consultative skills and techniques to listen, build empathy, understand their needs, wants, drivers and problems and offer appropriate recommendations.
- Uses a variety of quantitative and qualitative techniques to define and gather research from customers to enhance the customer experience and also Adaptavist’s product roadmaps.
- Guide and help customers plan and reach their strategic business goals utilising Adaptavist products where appropriate to their business needs. Proactively contacts customers at critically important times to ensure their continued retention and satisfaction with our service offerings
- Maintains and updates Customer Success tools - such as a health platform - with customer data to measure the strength of and manage customer relationships.
Community
- Help to manage and grow the Adaptavist community of product users by engaging with and providing the required level of support needed.
- When engaging with customers, promote the community platform as a resource to educate, enable and empower users on the Adaptavist product offering.
- Dealing with customer issues, questions and queries via the forum in relation to Adaptavist products for Atlassian tooling and Atlassian base products itself when needed.
Product Advisor
- Supports product and service development based on customer and community feedback to guide product teams accordingly.
- Stays informed on Adaptavist products and services to influence potential solution recommendations to customers.
- Research and keep on top of the latest industry standards relating to the Atalassian ecosystem to ensure processes are adhered to when advising and serving customers.
What we're looking for
Excellent organisational, prioritisation and interpersonal skills- An ability to think innovatively and creatively
- Ability to engage with senior stakeholders, decision makers and end users of Adaptavist customers
- Consultative skills
- Strategic and problem-solving mindset
- Listening and seeking to understand
- Relational intelligence
- Empathy
- Customer centric view
- Communication
- Ability to navigate across teams internally to engage stakeholders to produce required results
- Willingness to learn
- Understanding on the Atlassian ecosystem
- Project management
- Customer Success or Account Management background
- Experience working for technology platforms
#LI-MM1
At Adaptavist, we are committed to promoting a diverse and inclusive community, and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.
We look forward to your application!
Company Details :
Name : Adaptavist
CEO : Simon Haighton-Williams
Headquarter : London, United Kingdom
Revenue : Unknown / Non-Applicable
Size : 501 to 1000 Employees
Type : Company - Private
Primary Industry : Enterprise Software & Network Solutions
Sector Name : Information Technology
Year Founded : 2005
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Details
: Remote
: 6 days ago
