Experienced Full Stack Cloud Customer Success Manager – Multicloud Solutions Expert (Night Shift) Work from Home – India – Remote

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving business growth in the cloud? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we want to hear from you! blithequark is seeking an Experienced Full Stack Cloud Customer Success Manager to join our team of multicloud solutions experts. As a key member of our customer success team, you will be responsible for building and maintaining strong partnerships with our cloud customers, driving revenue growth, and ensuring that our customers receive the highest level of service and support.

About blithequark

blithequark is the multicloud solutions expert, combining our expertise with the world's leading technologies to deliver end-to-end solutions that meet the unique needs of our customers. With a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future, we have established ourselves as a trusted partner for businesses around the globe. Named a best place to work, year after year according to Fortune, Forbes, and Glassdoor, we attract and develop world-class talent who share our passion for innovation, customer satisfaction, and community engagement.

Job Summary

As an Experienced Full Stack Cloud Customer Success Manager, you will be responsible for taking ownership of the relationship with each of your customers, serving as an interface between the customer and our support infrastructure, and ensuring that their technical, administrative, and specialist support needs are met. You will also be expected to maximize the strength of the customer relationship by building a solid rapport with the client, identifying and taking advantage of sales, networking, and PR opportunities, and managing difficult situations to ensure that blithequark's reputation for Fanatical Support is upheld.

Key Responsibilities

* Building strong partnership relationships with customers to drive revenue growth and customer satisfaction

• Managing support requests and coordinating blithequark and customer support teams to deliver within agreed timescales
• Scheduling customer maintenance and ensuring appropriate quality checks have been completed
• Managing customer projects and overseeing maintenance schedules for on-time delivery
• Reviewing service failures and producing incident reports when required
• Validating, negotiating, and processing service credits
• Producing and maintaining service improvement plans
• Managing contract renewal negotiations
• Ensuring appropriate documentation is in place for specific support requirements
• Organizing and chairing customer meetings
• Producing ad-hoc reports when required
• Responsible for adhering to blithequark security policies and procedures as directed
• Identifying and assisting with coaching and development for team members
• Seeking opportunities to drive change and development to products, the team, and processes

Key Performance Indicators

* Strive towards a world-class target of 80% for the Net Promoter Score, including NPS-T scores

• Engagement of every customer within their customer base
• Contribute to install base growth by identifying new business/upgrade opportunities
• Accurately forecast churn and engage managers/business development consultants to avoid defection
• Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy
• Control credit memos through good administrative control and negotiation on service failures
• Self-initiated to meet objectives
• Arrange and coordinate training and mentoring sessions

Essential Qualifications

* 3+ years of experience in a customer success or account management role, preferably in the cloud industry

• Proven track record of driving revenue growth and customer satisfaction
• Strong partnership-building skills, with the ability to build and maintain strong relationships with customers
• Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Proficiency in cloud-based technologies, including AWS, Azure, Google Cloud, and/or other cloud platforms

Preferred Qualifications

* Experience working in a remote or distributed team environment

• Familiarity with CRM software, including Salesforce.com
• Experience with project management tools, including Asana, Trello, or Jira
• Strong knowledge of cloud security and compliance requirements
• Experience with data analytics and reporting tools, including Tableau or Power BI

Skills and Competencies

* Strong partnership-building skills, with the ability to build and maintain strong relationships with customers

• Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Proficiency in cloud-based technologies, including AWS, Azure, Google Cloud, and/or other cloud platforms
• Strong knowledge of cloud security and compliance requirements
• Experience with data analytics and reporting tools, including Tableau or Power BI

Career Growth Opportunities and Learning Benefits

* Opportunities for career growth and advancement, with a clear path for professional development

• Access to training and development programs, including online courses, workshops, and conferences
• Mentorship and coaching from experienced professionals in the industry
• Opportunities to work on high-profile projects and contribute to the development of new products and services
• Collaborative and dynamic work environment, with a focus on innovation and customer satisfaction

Work Environment and Company Culture

* Remote work environment, with the flexibility to work from home or a designated office space

• Collaborative and dynamic work environment, with a focus on innovation and customer satisfaction
• Opportunities to work with a diverse and global team, with a focus on diversity, equity, and inclusion
• Access to a range of employee benefits, including health insurance, retirement plans, and paid time off
• Opportunities to participate in community engagement and volunteer programs, with a focus on giving back to the community

Compensation, Perks, and Benefits

* Competitive salary and bonus structure, with opportunities for performance-based bonuses

• Comprehensive benefits package, including health insurance, retirement plans, and paid time off
• Access to a range of employee perks, including gym memberships, meal delivery services, and on-site amenities
• Opportunities to participate in employee recognition and reward programs, with a focus on recognizing and rewarding outstanding performance

How to Apply

If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences and driving business growth in the cloud, we want to hear from you! Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you and exploring how you can contribute to our team of multicloud solutions experts.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, including women, minorities, individuals with disabilities, and veterans. If you have a disability or special need that requires accommodation, please let us know. We are committed to providing a fair and inclusive hiring process and look forward to hearing from you. Apply for this job