Customer Success Manager

Success Management Budapest, Hungary

About Liferay 

 

Liferay is a uniquely profitable open source software company with 850+ fiery-eyed employees scattered across the known world. Our flagship product is Liferay Digital Experience Platform which companies like HP, Barclays, and Coach use to build great web experiences for their customers and employees. Along with making cool software, we have a greater-than-profit vision that fuels us. We give employees 5 days paid off to volunteer at charities they’re excited about and we donate a portion of our profits to various charities around the world each year. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run. 

 

About You and this Role

 

As a Customer Success Manager (CSM), your focus will be to engage with our customers to increase their product adoption, drive retention, and to mitigate churn. The CSS role presents the ideal opportunity to further develop your account management skill set as you work to ensure the success of our client portfolio. 

You will proactively collaborate with multiple departments to orchestrate the delivery and optimization of our products and services while driving results. A strong work ethic, great communication skills, and high levels of empathy are paramount to this position.

 

We are looking for someone to lend their experience to grow the Customer Success team.

 

Key Objectives

  • Build and maintain strong, long-lasting customer relationships.
  • Help support clients in order to ensure their Liferay based projects are successful.
  • Operate as the central point of contact for the customers regarding their Liferay subscription queries and requirements.
  • Communicate clearly and, if applicable, proactively the progress of customer issues and define  clear objectives to help ensure timely and successful solutions.
  • Forecast and track projects to understand customer goals and help prevent future challenges.
  • Support clients in helping them achieve their project milestones.
  • Take ownership of high priority customer escalations to secure ongoing trust in the Support team’s ability to deliver resolution.
  • Provide regular updates, reports and internal projects to department managers.
  • Identify and gather customers’ needs regarding potential areas of improvement relating both to Liferay’s products and policies.
  • Transfer customers’ knowledge to the Liferay Team and vice versa.

 

Required Qualifications

 

  • Minimum 3 years of proven customer success, sales and/or consulting experience
  • Excellent organization, project management, and time management skills
  • Superior verbal and written English AND French communication skills are a must
  • Exhibit exceptional interpersonal skills and professionalism
  • Ability to thrive in a global distributed organization across various time zones
  • Willingness to travel occasionally on a flexible schedule, based on customer location. Estimated travel is 5-10%
  • Meet defined regional, individual, and team-based Customer Success team targets
  • Bachelor's degree

 What We Offer

  • Salary package w/ competitive benefits according to qualifications and experience
  • Opportunities to take responsibility and grow professionally
  • A positive and collaborative work culture
  • Check out what employees say about us on Glassdoor 
  • Working at a leading open source company

Equal Opportunities Employer - Statement

 

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.