Customer Success Manager -Small Medium Business FL

As a Customer Success Manager, you will be responsible for:

• Work with a small team of CSMs to service a shared portfolio of Flosums SMB-level clients
• Provide onboarding, enablement, and ongoing technical assistance to support self-setup customers
• Proactively track and demonstrate the value and ROI achieved by adopting Flosum products, features, and best practices.
• Provide ongoing value through one-to-many strategies such as webinars, office hours, meetings, training sessions, newsletters, and other regular communications.
• Encouraging and driving the adoption of new features and enhancements
• Manage Customer Lifecycle, Escalations, and Touchpoints throughout a customers journey
• Gather product feedback and recommendations from customers
• Provide DevOps industry thought leadership and connect customers to evangelize our platforms
• Draft client-facing documentation, including support articles, FAQ’s, and release notes, and be part of regular customer webinars
• Document and categorize all client interactions

Qualifications:

• Three to Five years of experience with software development life cycles and DevOps
• Deep technical knowledge of Salesforce architecture and administration, Salesforce certifications preferred
• Experience customizing, testing, and deploying Salesforce changes
• Ability to communicate with customer technical team members about DevOps Processes
• Experience managing a shared pool of SMB-level clients
• Proven ability to translate technical complexities into understandable terms for non-technical audiences.
• Ability to translate technical insights into actionable recommendations.
• You love building relationships, solving problems, having exceptional communication skills, and being committed to our customers' success.
• Highly organized, positive “can do” attitude, and a natural problem solver.
• Strong ability to multitask in a fast-moving and highly collaborative environment.
• Located in Pune, India, able to work US Eastern Time zone hours.

Bonus Points for:

• Salesforce platform support or Salesforce development
• Previous experience with DevOps Solutions
• Project or product management background
• Process design and documentation experience