All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
About JumpCloud
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.
What you’ll be doing:
We are seeking a Senior Customer Success Manager based in India to oversee a $3M+ Book of Business composed of EMEA customers. This role is fully remote but will cover EMEA working hours.
As a Senior Customer Success Manager, you’ll be partnering closely with sales, support, product and engineering teams to deliver a world class customer experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your customer’s objectives. You will serve as the customer champion as the primary point of contact for all customer needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your customers’ environment.
Your duties and responsibilities include:
- Develop deep, strategic relationships with customers, understanding their unique business needs and crafting tailored Success Plans that drive measurable outcomes
- Lead customer onboarding initiatives, ensuring a seamless integration process and swift time to value for clients
- Proactively monitor customer health, identifying and addressing potential risks with minimal oversight, while leveraging internal resources as needed
- Serve as the primary escalation point for complex business and technical issues, owning resolution and maintaining customer satisfaction
- Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
- Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
- Maintain a deep understanding of JumpCloud’s product capabilities and industry trends, enabling you to guide customers on relevant features that address their IT challenges
- Conduct strategic business reviews with executive stakeholders to demonstrate value and outline future growth strategies
How success will be measured:
- Onboarding time to value
- Customer health and adoption
- Customer Retention
- Identification of Upsell Opportunities
We’re looking for:
- Minimum 7-8 years of customer facing experience at a Saas company, with a strong background in customer success or account management, ideally serving EMEA markets
- Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
- Exceptional organizational skills with the ability to manage multiple high-value accounts simultaneously
- Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment
- A proactive, independent approach with a strong desire for continuous learning and improvement
- Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
- Bachelor’s degree or equivalent experience preferred
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Where you’ll be working/Location:
JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
This role is remote in the country of India. You must be located in and authorized to work in India to be considered for this role.
Language:
JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Why JumpCloud?
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.
One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO
Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line "Scam Notice"
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