Senior Customer Success Manager

Overview

The Jaspersoft Customer Success team is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through active engagement to better understand their unique projects and partner with them to enhance their abilities/enable success with our products. The Customer Success Manager (CSM) is tasked with proactively guiding our customers, providing best practices and technical leadership, and assisting them through all phases of enablement. They work directly with Jaspersoft customers to anticipate and address current business, as well as be the primary point of contact for all customer needs including some technical troubleshooting, onboarding, adoption and continuing to use Jaspersoft solutions.

Location: Remote (Ireland-based).

• Customer Engagement (~75%) - Jaspersoft CSMs will dedicate the majority of their time to engaging with and servicing the needs of our customers. Additionally, they will play a crucial role in enhancing our processes and spearheading new initiatives that positively impact our customer management strategies and internal team workflows.

• Customer Success Platform Development (~15%) - Jaspersoft CSMs should engage in ongoing CS platform development activities that continually improve and evolve both the content and the delivery methods.

• Training & Advancement (~10%) - Jaspersoft CSMs must stay current on all required corporate & Customer Excellence training. Additionally, CSMs are expected to have awareness of all the products in the Jaspersoft portfolio and reasonable depth for all products they support. Lastly, CSMs should participate in ongoing individual advancement and training.

• Trust Building - Develop a trusted advisor relationship across a variety of functions and roles, including executives, decision-makers, product managers, and functional users.

• Program Management - Establish and oversee customer onboarding, adoption, training, and development of best practices to continually drive value realization and return on customer investment.

• Opportunity Management - Ensure customers are in an excellent position for renewals, as well as identify and prioritize growth opportunities such as expansions/upsells.

• Escalation Management - Coordinate between customer/internal teams as issues arise, facilitating resolution for the customer. Serves as the primary escalation point for customer success issues that arise from within the team; directly from customers; or from other Jaspersoft functions (such as Sales, PM, Eng, etc.). Be able to effectively manage, and respond to critical escalations, and provide recurring updates in a timely fashion until issues are resolved.

• Collaborate & Coordinate - Promote sharing with internal functional counterparts to enable customer marketing, product roadmap, and overall communication. Collaborate with CSAs, Professional Services, Support, etc., as well as a wide audience of customer contacts, to facilitate the resolution of high-priority issues. Partner with Engineering and Product Management when required.

• Product Knowledge - Act as a thought leader and subject matter/product expert across relevant Jaspersoft products. Perform demonstrations/training/awareness building for new users across customers' organizations.

• Technical Aptitude - Understand technical requirements/topics to translate those internally and/or connect appropriate dots to assist in product adoption.

• Voice of Customer - Advocate for customers internally to ensure utmost customer satisfaction, including arranging or delivering product feedback, updates, etc.

• Account Remediation - Own remediation plan for accounts where renewal is facing issues because of product adoption.

• Monitoring - Understand and document customer use cases, technical progress/challenges/opportunities, and overall customer status and product usage.

• Reporting - Proactively document and communicate both customer and internal activities.

• Customer (Buyer) Advocacy: Identify and groom the customers who can be an advocate by doing any of the following activities.

  • Sales references

  • Testimonials (case studies, webinars, online reviews)

  • Speaking at events

  • Providing a referral

  • Repeat purchasers (when a sponsor moves to a new company and buys your product again)

• Analytical Troubleshooting - Collects relevant artifacts about a customer issue that could be used to identify a solution; problem-solving.

• Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers.

• Ensure Customer Success - Ensure customer needs are fulfilled to promote the use and expansion of Jaspersoft products and services in existing accounts.

• Customer Management - Experience managing all phases of the customer journey and ability to facilitate between technical and business teams. Proven experience with escalation/problem management and facilitating resolution for the customer.

• Technical Aptitude - Ability to understand the technical background of product offerings, market dynamics, and industry trends.

• Persuasive Communication - The ability to plan and deliver oral and written communications that are impactful and persuasive to their intended audiences. Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.

• Detail Oriented - Strong ability to prioritize and multitask, including some lightweight project management.

• Thoroughness - Ensuring that one's own and other's work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

• Years: 5+ years experience in customer success, technical project management, technical consulting, pre-sales, post-sales, product development, or professional services in a SaaS environment.

• Education: University Degree or equivalent experience and minimum 5 years of prior relevant experience; or a Master's degree with 3 years; or a PhD without experience.

• Language: Proficiency in English is required. Additionally, knowledge of Spanish, German, Italian, or French is highly valued.

• Travel: Ability to travel occasionally when needed to meet with customers to build stronger relationships.