Customer Success Manager

Zadara Storage - Chicago, IL

Full-time - Mid Level

Chicago, IL

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Cloud Customer Success Manager at Zadara Storage, you will be instrumental in ensuring that Direct End Customers derive maximum value from our cloud solutions. This role focuses on building strong relationships with clients, guiding them through the adoption process, providing ongoing support, and fostering growth. The primary objectives are to enhance customer satisfaction, retention, and expansion through a customer-centric approach.

Responsibilities

• Deliver an elite customer experience by employing a customer-centric approach in managing Direct End Customers.
• Build close relationships with customers to understand their needs and maximize value.
• Proactively engage with existing Direct End Customers to ensure continued adoption and satisfaction.
• Serve as the voice of the customer within the organization, sharing feedback with product and engineering teams.
• Design and execute personalized customer success plans for each customer.
• Develop and execute strategic account plans to drive customer satisfaction, retention, and growth.
• Own all aspects of customer relationships including retention, expansion, and satisfaction.
• Manage the renewal experience and identify new opportunities aligning customers' objectives with Zadara solutions.
• Provide training sessions and resources to help customers utilize cloud solutions effectively.
• Address customer inquiries and resolve issues promptly, leveraging support teams as needed.
• Implement customer success metrics around adoption, expansion, and retention.
• Leverage data insights to manage progress, performance, and priorities.
• Capture and analyze customer feedback to navigate the resolution of issues in a timely manner.
• Collaborate with internal stakeholders to analyze customer feedback and guide customer success.
• Create and present reports on customer progress and outcomes.

Requirements

• 5+ years of experience in customer success, account management, or a related role, preferably in the SaaS/cloud industry.
• Strong technical aptitude and the ability to understand and communicate technical concepts.
• Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
• Ability to learn quickly and have a deep understanding of the company's products and services.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and prioritize effectively.
• Analytical mindset with the ability to derive insights from data.
• Adaptable and open to change.

Nice-to-haves

• Worked in a Cloud/Cloud Related field