Customer Success Manager (12h - 20h)

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.Here is what you need to know about our Customer Success team:We are a technologically savvy and proactive team dedicated to outstandingcustomer experiences. We love problem solving and we take pride in beingthe face of BlueCat for our customers. We enjoy and thrive off of receivingfeedback and having the opportunity to voice the needs of our customers tothe overall organization. Think of us as BlueCat’s front line warriors!The Customer Success Manager (CSM) is a critical client-facing resourcefor enterprise-level customers. He/she is charged with delivering supportaccount management and customer advocacy. Ultimately, the mission is toensure the customer has the most valuable experience they can withBlueCat and that BlueCat maximizes the revenue obtained. We capture theCustomer’s renewal and expand their footprint with our solutions.Please note that you'll be working from Monday-Friday, 12:00pm-8:00pmCET to support our North American Customers.As the primary point of contact responsible for orchestrating all supportactivities (including technical support, implementation and migration), theCSM will focus on:-Strategic and consultative relationship-building-Proactive account management activities-Promoting overall customer satisfaction-Driving product usage and adoption-Helping to resolve ongoing technical problems while working closely withthe Customer’s Enterprise Support team.The role will manage a portfolio of diverse, high profile key accounts andcollaborate with a variety of teams at BlueCat to ensure customerengagement and organizational success.Every day will bring new and exciting challenges. You will:- Be the leading customer advocate for a portfolio of assigned customers -build solid relationships with key stakeholders (sales, professional services,customer care, etc.) in BlueCat and foster relationships with the customerfor successful support.- Contribute to broader goals and growth beyond the scope of a singlecustomer engagement by championing customer success and accountretention strategies including account health, use of the BlueCatCommunity and overall engagement by maintaining ownership for thecustomer support relationship.- Understand the Customer’s organization and how our product and servicescan support them. Inspire Customers to think strategically about how ourplatform can support their business needs. Create opportunities to expandthe footprint within the organization through close relationships with theCustomer as well as the BlueCat Sales teams. You will be responsible tomaintain current customer financial targets.- Work closely with the BlueCat Account Executive who maintains overallaccountability for the customer relationship. Ensure awareness of theaccount support plan and alignment with the Account Executive’s strategicgoals for each account.- Create and manage strategic and tactical programs designed to maximizecustomer satisfaction (NPS) and adoption of product through planning,delivery and management of key milestones/engagements for customers,such as system health checks delivered by the -Enterprise Support team,Product roadmap updates provided by Product Management, etc...- Work closely with the Product and Support Teams to troubleshoot issues,track next steps, escalate where needed, and follow-up promptly to ensurecustomer expectations are exceeded. Lead various meetings with customersto create visibility with stakeholders for escalations, operational reviews,tactical/ strategic planning and critical issue reviews.- Develop referenceable experiences with the customers that can beleveraged. Coordinate with sales and marketing to create the collateralassociated with these experience that can be shared with other customersas well as within BlueCat.- Assist in the ongoing improvement of the processes, definitions and toolsto drive a remarkable customer experience through activities such asretrospectives, post-mortem reviews, case reviews, etc. Be the example of aculture of innovation and accountability for customer outcomes.- Travel to client sites and industry events is expected as well as availabilityto your customers when they have a need.- Work by BlueCat’s core values. What will you bring to the team?- You have a passion for engaging customers. You have 5+ years’ experiencemanaging customers in an enterprise environment and are able todemonstrate excellence in customer service- You have an insatiable thirst for knowledge and development and thedesire to grow in your role and with the company- You are proactive; a tenacious self-starter to the core. You thrive in a fastpaced and demanding environment- You are technically savvy with a deep desire to build and supportrelationships and expand the product use within a customer environment- You are an excellent communicator - you have a way with words & canconnect easily with others. You possess a strong ability to explain highlytechnical issues to non-technical audiences- You recognize the need for constant improvement - always looking to dothings better (both personally, as part of a team and for the company) andcan showcase how you have made enhancements in previous situations- You are capable of prioritizing and allocating resources to / focusefficiently on multiple projectsIf you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.In addition, we offer a range of appealing perks, including:A Professional Development BudgetDedicated Wellness Days and Wellness WeekA Lifestyle Spending AccountAn Employee Recognition ProgramJoin us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.