Strategic Technical Advisor – Customer Success
Full time @Onlinejob Support posted 2 years ago in Customer Service & Admin Support Shortlist Email JobJob Detail
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Job ID 2590
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Experience 3 Years
Job Description
Overview
ALL SOURCEGRAPH ROLES ARE FULLY REMOTE
Who we are
Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population. Our code intelligence platform helps developers and companies with billions of lines of code create the software you use every day. By enabling more people to code, we believe we will create economic opportunity across the world and will drive progress that benefits everyone.
It’s an exciting time to join Sourcegraph. Our business is growing rapidly: we’ve experienced exponential growth and our $125M Series D from Andreessen Horowitz and $50M Series C from Sequoia have given us the opportunity to make big ambitious bets on our future. We have a huge market (every company that builds software) and massive opportunity (most developers haven’t even heard of code intelligence yet, but once you’ve used it, you can’t live without it–just like Google). By continuing to hire exceptional people, we have the opportunity to make Sourcegraph one of the biggest technology companies in the world.
Working hours
Given that we are an all-remote company and hire almost anywhere in the world, we don’t have a location requirement for this role. However, we prefer if your working hours overlap within the UTC-5 and UTC+3 time zones.
Why this job is exciting
As our first Strategic Customer Success Manager (CSM) you will have more responsibility and growth potential in helping us shape and build a new team than at any other comparable company. As a Strategic CSM, you will be responsible for managing the relationships with a very small set of extremely large customers. You’ll make sure their devs love us, and that they remain (and grow) as happy customers. Key metrics you’ll drive are: adoption, usage/consumption, NPS, and renewal rate.
About you
You are an enthusiastic, driven, and results-oriented technologist who shares our values and has a passion for nurturing healthy customers.
Qualifications:
- You are an influential and strategic thinker that co-develops strategies with customers, and your account team counterparts (AE, etc), to ensure we bring value to our customers and continue to solve their ongoing needs. You commonly report on status via QBRs and documented KPIs and success metrics associated to use cases.
- You actively listen, synthesize information, communicate effectively, and present with confidence and customer empathy to a variety of stakeholders (end user devs to c-level stakeholders) and internal teams.
- You are proactive. You can collaborate with multiple stakeholders to identify opportunities, address complex, political situations, and support customers throughout.
- You are naturally curious and seek out to learn about product features and the benefits they provide. You provide recommendations based on stated customer needs and use cases. You engage customers on relevant betas, updates, and education material, as applicable.
- You are exceptionally organized and have strong project management skills. You are a strong adopter of tools and standardized processes to document customer conversations, goals, and project customer health scores across your entire book of business. You can prioritize effectively and can set and deliver on expectations.
- You are a team player who can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your own actions and recognize mistakes as learning opportunities.
Job added from – https://euremotejobs.com/job/strategic-technical-advisor-customer-success/
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