REQUIREMENTS • Strong experience, preferably in the IT management (ITOM)/APM fields. • At least 5+ years experience in senior customer-facing positions as an • Knowledge of infrastructure or systems domain • In-depth understanding of infrastructure management processes. • Excellent written and oral communication skill, analytical, self-motivated and a quick on-the-job learning skill. • Ability to quickly learn and certify on newer technologies. Responsibilities Customer Success Manager Tuesday, March 23, 2021 2:03 PM Job Description Page 5 Responsibilities Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude. Develop KPIs for customer success Manage the organizational and customer stakeholders Ensure Successful customer management with strong coordination with Marketing, Sales, Pre-sales, Solution, Delivery teams Periodic Product reviews with senior customer stakeholders on overall product value realization Drive product and feature feedback cycles with customer SMEs and stakeholders Ensure best customer experience (CX) for product onboarding, adoption Proactively Identify risks to license renewals on an ongoing basis and formulate remediation plans to address the risks Be a customer advocate in influencing product roadmap and improvements Provide references, case studies, customer stories to Sales and Marketing Establish an excellent relationships with Customer Senior leadership on pre-defined cadence Evangelize and Demonstrate the value proposition of the platform to customers as you identify Upsell/Cross-Sell Opportunitie