Senior Customer Success Manager - India

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:

As a 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.

• Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment
• Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
• Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
• Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
• Own and execute contract renewals
• 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 an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs 
• Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment
• Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
• Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs

• Onboarding time to value
• Customer health and adoption
• Customer Retention
• Identification of Upsell Opportunities

• Minimum 2 years of customer facing experience at a Saas company
• Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
• Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
• Learning mindset that is always curious
• Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
• Bachelor’s degree or equivalent experience

#LI-

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.

#LI-Remote #BI-Remote