Customer Success Manager II

Remote, US

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

• Invested Relationships
• Fiscal Prudence
• Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere.

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

WHAT YOU’LL DO:

• Ensure that new customers are onboarded successfully via the initial best practices, engagement and platform walkthroughs.
• Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients.
• Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and great customer experience.
• Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs.
• Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value.
• Create and execute data-driven, dynamic working documents and deliver process documentation.
• Forecast both risk and opportunity throughout the customer’s lifecycle.
• Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources.
• Maintain awareness of all service matters including technical implementations and activities.
• Work with various account teams to achieve success with at-risk customer renewals.
• Relay customer feedback regarding product functionality and support to internal stakeholders.
• Ensure that Egnyte’s best practices and methodologies are met on a consistent basis.
• Will report directly to the Sr. Manager of Customer Success.

YOUR QUALIFICATIONS:

• 3+ years of relevant industry experience.
• Highly customer service orientated and passion for helping to resolve customer issues.
• Curious and a continuous learner – ability to stay up to date on product features and how they create customer value.
• Entrepreneurial: Have a desire to build new processes inside a larger, high-growth organization.
• A team player capable of high performance and flexibility working in a dynamic environment.
• Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysis.
• Bachelor’s degree from an accredited college or university.

COMPENSATION:

• Our compensation reflects the cost of labor across multiple U.S. geographic locations and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $70,000 - $80,000 annually. In addition, to the base salary, this position is eligible for an annual performance-based bonus targeted at 15% of the base salary. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.
• In addition, to the base salary, this position is eligible for an annual performance-based bonus targeted at 15% of base salary.

BENEFITS:

• Competitive salaries and comprehensive benefits
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
• Paid holidays and sick time
• 401(k) with company match
• Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
• Up to 12 weeks of paid Parental and 10 weeks Adoption Leave to help you grow your family
• Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
• One Medical virtual care, providing you with healthcare access across the country

Equal Employment Opportunity

Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

At Egnyte, we embrace our unique differences and thrive on the individuality of our employees, our products, our customers, our investors, and our communities. Our global Egnyte Employee Communities (EECs) support representation and foster connectedness across our varied workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of hr@egnyte.com. Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact hr@egnyte.com. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.

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