Customer Success Manager
1 week ago
**Why should you consider joining Auvik?**:
- **You want to work at a company that is building impactful, relevant technology.** Auvik's network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It's more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.
- **You want to work with a leadership team who are transparent and trustworthy.** Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.
- **You want to work with a product customers love.** People rave about what we've built—our latest NPS was 57 (phenomenal). Our customers are smart, aspirational, and highly technical. It pays to get the details right.
- **You want regular opportunities for learning and growth.** With ongoing feedback from leadership, you'll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you're prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
- **You want the flexibility to manage your work, your way. **We're a fully distributed team and we're prepared to continue to support working from home (or the space you choose). When we're able, we'll have Auvik hubs in Waterloo and Barcelona for you to leverage if needed. We trust you to get the job done where you feel most comfortable and effective.
**What's this role about?**
Rule #1 of the Auvik Way: Wow our customers
As a member of Auvik's customer success team, you'll spend your time guiding our customers on gaining maximum value from our product. Internally, you'll be the voice and advocate of our customers across the entire company. You'll work together with the Product, Sales, Marketing, and Customer Support teams to help the users of our network management software be as productive and happy as possible. You'll manage multiple customer accounts, shape and deliver our product adoption programs, lead customers as they incorporate Auvik into their organizational workflows, and connect customers to the appropriate resources when they have questions or issues.
**What will I be doing?**
This is a customer-facing role at a software company so you'll be constantly drawing on both your people and technical skills. Every day, you will:
- Help our customers understand and communicate the business value of Auvik in their organizations
- Develop and deepen the account relationships you own
- Help customers build initial adoption plans for Auvik and update their operational processes to include Auvik as a service offering
- Work with the team to meet revenue targets by growing customer spend
- Develop programs to ensure customers are using existing features to their full capacity and are aware of new developments
- Help customers work with their internal teams to adopt Auvik, from initial prospecting through IT operations
- Hop on phone calls to demo our product or triage issues
- Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement
**What are we looking for?**
- Experience with account management in a SaaS model, building and demonstrating business value
- Experience building strategic plans for customer product adoption
- Strong conceptual aptitude and ability to learn quickly
- Self-starter with excellent organizational skills and motivated to achieve results
- A people person, with a friendly and positive manner
- Good analytical and problem-solving skills
- Grace under pressure
- Commitment to continuous improvement, self-development, and lifelong learning
**Are there bonus points?**
- Knowledge of IT infrastructure operations or IT service provider business concepts
- Knowledge of Salesforce
**About Auvik**
Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today, Auvik helps IT teams manage more than four million devices on over 50,000 networks worldwide.
Auvik is one of the fastest growing North American technology companies. We've won the Deloitte Technology Fast 50, Deloitte Fast 500, and we were recognized as the #1 ranked Canadian company in the FT Americas' Fastest Growing Companies.
We're focused on building a diverse and inclusive workforce. If you're excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. Don't have a working webcam? We will help you find a space you can conduct your interview from Have k
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