The Shibumi Customer Success team engages with our clients and partners to ensure that they are able to meet their business objectives.
Specifically, our Customer Success Managers:
- Establish personal and sincere relationships with client team members
- Identify client success gaps and strategize how to close them
- Educate and enable client App Admins
- Support solution implementation activities
- Work with key clients to answer questions related to product functionality
- Deliver quarterly briefings on new product features and on the longer-term product roadmap
- Solicit product feedback from customers and communicate the feedback to Shibumi product management
- Manage client issue escalations, i.e., coordinate communication both internally and with the client from initial issue investigation through full resolution
- Monitor account health metrics(e.g., usage statistics, NPS scores, etc.)
- Identify potential opportunities for Shibumi to expand the value offered in the current solution or to provide an additional solution to address a new challenge
Desired Experience
- 5+ years of experience working in a customer success or business consulting role (customer success, solution consultant, business analyst)
- At least one role with direct customer interaction
- SaaS experience
- Experience managing Enterprise accounts
Desired Attributes
- Personable and articulate with strong communications skills
- Experience supporting Partner relationships
- Extremely detail-oriented and organized problem-solver
- Highly professional, dedicated, adaptable to client needs
- Self-motivated and intellectually curious with a demonstrated ability to quickly assimilate new knowledge
Desired Education
- Minimum 4 Year BA/BS degree