What are the responsibilities and job description for the Sr. Customer Success Manager position at Egnyte?
Description
SR CUSTOMER SUCCESS MANAGER I
REMOTE, US
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Role
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com .
Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters in the AEC industry. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.
What You’ll Do
Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
At Egnyte, we embrace our unique differences and thrive on the individuality of our employees, our products, our customers, our investors, and our communities. Our global Egnyte Employee Communities (EECs) support representation and foster connectedness across our varied workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.
Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [email protected] . Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [email protected] . To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.
SR CUSTOMER SUCCESS MANAGER I
REMOTE, US
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Role
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
- Invested Relationships
- Fiscal Prudence
- Candid Conversations
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com .
Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters in the AEC industry. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.
What You’ll Do
- Become a product expert, including the technical workings and practical business application.
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
- Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
- Keep customers informed of process and procedural changes.
- Manage the resolution of escalated customer issues.
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
- Travel expectations – 10%
- Workplace Expectations on-site or off-site, depending on where you are located
- Demonstrated success managing customer relationships in a B2B SaaS company
- Demonstrated capability to identify and mitigate risk.
- 3 years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
- Experience working across multiple internal teams to resolve customer issues quickly and effectively.
- Previous experience with tech companies, specifically SaaS solutions, preferred.
- Excellent communication skills (writing, listening, phone).
- A team player capable of high performance and flexibility working in a dynamic environment.
- Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $80,000 - $90,000 annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.
- Competitive salaries and comprehensive benefits
- Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
- Paid holidays and sick time
- 401(k) with company match
- Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
- Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
- Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
- Gym, cell phone, and internet reimbursement
- Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
- Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
- Your own Egnyte account with lifetime access
- HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
- One Medical virtual care, providing you with healthcare access across the country
Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
At Egnyte, we embrace our unique differences and thrive on the individuality of our employees, our products, our customers, our investors, and our communities. Our global Egnyte Employee Communities (EECs) support representation and foster connectedness across our varied workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.
Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [email protected] . Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [email protected] . To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.
Salary : $80,000 - $90,000