Customer Success Manager

Have you heard of BlueCat? We're one of those hidden gems that's been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat's Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

Here is what you need to know about our Customer Success team:

We are a technologically savvy and proactive team dedicated to outstanding

customer experiences. We love problem solving and we take pride in being

the face of BlueCat for our customers. We enjoy and thrive off of receiving

feedback and having the opportunity to voice the needs of our customers to

the overall organization. Think of us as BlueCat's front line warriors

The Customer Success Manager (CSM) is a critical client-facing resource

for enterprise-level customers.  He/she is charged with delivering support

account management and customer advocacy. Ultimately, the mission is to

ensure the customer has the most valuable experience they can with

BlueCat and that BlueCat maximizes the revenue obtained. We capture the

Customer's renewal and expand their footprint with our solutions.

Please note that you'll be working from Monday-Friday, 12:00pm-8:00pm

CET to support our North American Customers.

As the primary point of contact responsible for orchestrating all support

activities (including technical support, implementation and migration), the

CSM will focus on:

-Strategic and consultative relationship-building

-Proactive account management activities

-Promoting overall customer satisfaction

-Driving product usage and adoption

-Helping to resolve ongoing technical problems while working closely with

the Customer's Enterprise Support team.

The role will manage a portfolio of diverse, high profile key accounts and

collaborate with a variety of teams at BlueCat to ensure customer

engagement and organizational success.

Every day will bring new and exciting challenges. You will:

- Be the leading customer advocate for a portfolio of assigned customers -

build solid relationships with key stakeholders (sales, professional services,

customer care, etc.) in BlueCat and foster relationships with the customer

for successful support.

- Contribute to broader goals and growth beyond the scope of a single

customer engagement by championing customer success and account

retention strategies including account health, use of the BlueCat

Community and overall engagement by maintaining ownership for the

customer support relationship.

- Understand the Customer's organization and how our product and services

can support them. Inspire Customers to think strategically about how our

platform can support their business needs. Create opportunities to expand

the footprint within the organization through close relationships with the

Customer as well as the BlueCat Sales teams. You will be responsible to

maintain current customer financial targets.

- Work closely with the BlueCat Account Executive who maintains overall

accountability for the customer relationship. Ensure awareness of the

account support plan and alignment with the Account Executive's strategic

goals for each account.

- Create and manage strategic and tactical programs designed to maximize

customer satisfaction (NPS) and adoption of product through planning,

delivery and management of key milestones/engagements for customers,

such as system health checks delivered by the -Enterprise Support team,

Product roadmap updates provided by Product Management, etc...

- Work closely with the Product and Support Teams to troubleshoot issues,

track next steps, escalate where needed, and follow-up promptly to ensure

customer expectations are exceeded. Lead various meetings with customers

to create visibility with stakeholders for escalations, operational reviews,

tactical/ strategic planning and critical issue reviews.

- Develop referenceable experiences with the customers that can be

leveraged. Coordinate with sales and marketing to create the collateral

associated with these experience that can be shared with other customers

as well as within BlueCat.

- Assist in the ongoing improvement of the processes, definitions and tools

to drive a remarkable customer experience through activities such as

retrospectives, post-mortem reviews, case reviews, etc. Be the example of a

culture of innovation and accountability for customer outcomes.

- Travel to client sites and industry events is expected as well as availability

to your customers when they have a need.

- Work by BlueCat's core values.

 What will you bring to the team?

- You have a passion for engaging customers. You have 5+ years' experience

managing customers in an enterprise environment and are able to

demonstrate excellence in customer service

- You have an insatiable thirst for knowledge and development and the

desire to grow in your role and with the company

- You are proactive; a tenacious self-starter to the core. You thrive in a fast

paced and demanding environment

- You are technically savvy with a deep desire to build and support

relationships and expand the product use within a customer environment

- You are an excellent communicator - you have a way with words & can

connect easily with others. You possess a strong ability to explain highly

technical issues to non-technical audiences

- You recognize the need for constant improvement - always looking to do

things better (both personally, as part of a team and for the company) and

can showcase how you have made enhancements in previous situations

- You are capable of prioritizing and allocating resources to / focus

efficiently on multiple projects

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.