Customer Success Manager-Portfolio
| Company | WP Engine |
|---|---|
| Location | Austin, TX, USA, Omaha, NE, USA |
| Salary | $64000 – $96000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Experience in customer-facing roles that require understanding the customer’s goals and objectives, collaborating through challenging situations, finding solutions, and driving results
- Curious problem solver who has enthusiasm for collaborating with others on new ways to elevate customer experience and adoption
- Confidence to make bold decisions for the better of our customers and our business based on qualitative and quantitative data
- Thrives in a multitasking environment and can adjust priorities on the fly
- Exceptional verbal, written, presentation and interpersonal communication skills
- Proven track record to work within tight timelines, to make decisions that deliver results and provide service levels at a consistently high standard
- Manages, motivates, and influences work & team behaviors
- Uses two-way discovery to uncover customer needs and match solutions to that need with an ability to articulate a vision that resonates with our customers and demonstrates value
- Balances technical communication with easy to understand explanations of business issues to audiences with a varying range of technical expertise
- Take ownership and lead retention cases to success
Responsibilities
- Work as part of the Customer Success team with a focus on driving customer value, retention, and advocacy across our International customer base
- Facilitate customer requests, including customer downgrades, support escalations, account optimization, temporary projects, subscription renewals and non-revenue generating inquiries
- Troubleshoot and resolve customer issues by working collaboratively as a liaison between our customers and our internal teams i.e. Customer Success, Sales, Support Billing
- Manage Customer Success Zendesk queues and Gainsight Success Plans ensuring all requests are reviewed and resolved as efficiently and effectively as possible
- Support the Customer Success leadership team to deliver business targets and objectives
- Contribute to our process of forecasting churn/retention on a weekly basis
- Define and manage key risk indicators (ex: Customer Health, site downtime, coupons, etc.) and help define strategies to mitigate risk of customers in these cohorts
- Use tools such as Gainsight, Salesforce and ZenDesk to support customer outreach and campaigns
- Connect with WPEngine customers via phone, Zoom, email for follow-ups and escalations
- Lock arms with Support and Technical Success teams to proactively identify and correct issues that may affect customer experience or retention
- Build strong customer advocates and actively encourage product feedback, customer references, case studies and speaker engagements
Preferred Qualifications
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No preferred qualifications provided.