Customer Success Manager

3 semanas atrás

Brazil, BR nOps.io Tempo inteiro

About the Company

At nOps, we envision a world where DevOps and Engineering teams can take control of their cloud costs, so they only pay for what they use - not what’s provisioned. nOps’s ML-powered cloud optimization platform processes over $1.5 billion dollars of cloud spend — and we’re just getting started. Our platform helps Engineering and DevOps teams automatically manage cloud usage, commitments, and spending. This results in teams using less cloud resources and paying less for the compute resources they do use.


As a nOps team member, you’ll help solve the toughest problems in cloud optimization with solutions that bring delight to Engineering teams. If building and scaling products while working with great people resonates with you, keep reading.


Job Summary

Join us as a Customer Success Manager, where you will cultivate and nurture relationships with

mid-market and enterprise customers. This role demands a blend of technical proficiency,

customer engagement, and a track record of exceeding upsell/cross-sell targets. We are seeking

someone passionate about using analytical skills to solve problems, enhance relationships, and

drive improvement.


Responsibilities

  • Serve as the main point of contact for assigned accounts, building trust, identifying opportunities, and sharing best practices
  • Account Expansion: Develop and implement strategies to grow accounts by identifying upsell opportunities within key customer accounts
  • Conduct regular customer success reports (weekly, quarterly, and annually) to ensure our customers get the most from our product/service, resolve issues promptly, and achieve their goals
  • Review and support the customer journey with a consultative approach to help clients overcome challenges and meet their objectives
  • Cross-functional Collaboration: Partner with marketing, sales, and sales engineering teams to engage accounts, drive pipeline growth, and ensure successful product adoption for customers
  • Technical Guidance: Leverage your experience as a Certified AWS DevOps Engineer or similar to provide technical support and advice to customers, focusing on selling Kubernetes (K8s) and complex infrastructure solutions to DevOps teams
  • Take ownership of customer issues and see them through to resolution
  • Industry Awareness: Stay updated on Data, AI, and cloud engineering trends to effectively position our solutions in the market and meet customer needs


Qualifications

  • Experience: Over 3+ years of customer-facing experience in mid-market and enterprise cloud-native SaaS organizations, with a strong ability to foster positive relationships. Preference is given to CSM experience
  • Technical Proficiency: Certified AWS DevOps Engineer or similar with expertise in cloud technologies, Kubernetes, and complex infrastructure
  • Collaborative Skills: Effective communicator skilled at working across departments in deadline-driven environments, known for adaptability and multitasking
  • Customer Engagement: Proactively manage churn and increase customer retention by collecting feedback, closing feedback loops, and delivering consistent value to foster loyalty
  • Customer Understanding: Actively engage with customers to grasp their goals, challenges, and KPIs, monitoring usage metrics to provide proactive support
  • Drive for Success: Motivated, results-oriented individual with a history of surpassing upsell targets, leveraging strong industry knowledge in Data, AI, and cloud engineering
  • Education: Bachelor’s degree or equivalent experience in customer support, sales, business development, or account management
  • Strong English Proficiency


We look forward to welcoming a dedicated individual who shares our commitment to customer success and continuous improvement. If this sounds like you, apply today

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