Technical Customer Success Manager

Recast Software develops tools that help organizations manage and support users and devices. The Technical Customer Success Manager owns customer relationships, drives product adoption, retention, renewals, and expansion, and works across teams to improve customer outcomes and scalable processes.

Responsibilities:

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact
• Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large
• Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools
• Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth
• Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion
• Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value
• Build up a pool of customer advocates and drive customer references and case studies
• Act responsively, with attention to detail, to customer requests
• Proactively identify and solve for “at risk” customers
• Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success
• Work with Recast systems for the creation, management, and tracking of customer information

Requirements:

• 2+ years of relevant work experience managing customer relationships within a technical software company
• Experience carrying a quota and owning a book of business
• Experience as a SysAdmin or equivalent Level 3 technical role
• Excellent communication skills across mediums and audiences
• Curiosity, empathy, and an eagerness to learn about Recast's technical & complex tools, our customers, and their environments
• Strong problem solving and critical thinking skills with a can-do attitude
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through
• Passion for technology with a strong desire to serve a technically adept audience
• Strong organization and prioritization skills
• Proficiency with a CRM tool
• Proficiency with a Customer Success platform
• Experience with Salesforce
• Experience with Gainsight