Customer Success Manager

Customer Success Canada


Description

The Semperis Story
Semperis combines world-class expertise and patent-pending, leading-edge technology to deliver identity-driven enterprise protection. Our customer-vetted technology, trusted around the globe, empowers clients, and ensures the integrity and continuity of their digital infrastructure and operations. Semperis’ directory services protection platform provides a fully orchestrated Active Directory Disaster Recovery solution, total visibility into directory services modifications, granular restores, and speedy remediation of Active Directory disasters.

People First Culture
Semperis puts people first. From our customers and partners to our culture of engineers and experts, we understand that people are our assets. You’ll work alongside world-class thought leaders, distinguished engineers, and top technology experts from around the world in a culture that champions strategic vision, actualized expertise, intelligent and precise solutions, and continuous innovation.

Who we are looking for:
The Customer Success Manager acts as the “voice of the customer” to drive enhancements to Semperis products and the overall Semperis customer experience. In addition to customer duties, the Customer Success Manager is also responsible for creating programs, processes, and procedures to optimize the quality, consistency, and efficiency of customer service delivery.

Responsibilities

· Lead onboarding projects with new Semperis customers and DR testing and technology refresh projects with existing customers

· Establish desired customer outcomes and define success plans to ensure they are achieved

· Identify and overcome barriers to product adoption

· Track and report on customer health

· Guide customers on product capabilities, usage, and best practices

· Work with internal stakeholders including Support, Development, Product Management, and Sales to advocate customer needs, drive product usage, and identify growth opportunities

· Partner with customers to review services, manage escalations, and deliver business reviews

· Represent the voice of the customer across Semperis, managing customer surveys, sharing insights and customer stories, and defining feature requests

· Maintain an in-depth understanding of Semperis technology, products, and services.

Qualifications

· 5+ years’ experience in a customer-facing Customer Success, Consulting, Technical Account Manager, or Sales Engineering role in the IT or cybersecurity industry

· Experience with identity management, backup, and recovery, or IT security is a plus

· Excellent communication, project management, problem-solving, and negotiation skills

· Accountability and the ability to work independently

· Ability to build strong customer relationships and develop a “trusted advisor” status

· Ability to effectively coordinate multiple clients and internal stakeholders

· Curiosity, aptitude, and drive to learn Semperis solutions

· Flexibility to deal with shifting priorities, new responsibilities, and loosely defined assignments

· Genuine desire to work with customers

· Ability to travel occasionally as needed (and once safe to do so)

Semperis is proud to be an Equal Opportunity Employer. Semperis provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.