The Customer Success Manager I (CSM I) position works within the Customer Success Department and operates in the Account Owner role supporting multiple Jamf Products.
They are responsible for customer engagement, adoption, and retention. They work closely with many internal Jamf roles to ensure overall customer satisfaction of their accounts.
High customer engagement is attained through periodic check-ins, outreaches, and building of customer rapport. These interactions are customized to their accounts focusing on customer outcomes & impact.
This role requires a detailed understanding of Jamf products, customer environments, and common technical workflows. This role is an advocate for the customer inside Jamf and must collaborate with other departments to help achieve their customer’s goals.
Manage customer satisfaction of owned accounts through exceptional service and attention to detail to ensure retention.
Work with customers via phone and email to understand critical goals, challenges, and key performance indicators.
Nurture and help customers navigate end goals to ensure success with Apple and Jamf.
Identify and facilitate opportunities for customer growth and engagement with Jamf.
Advocate customer needs / issues cross-departmentally.
Understand and promote the value of Jamf products and services to customers.
Execute Objection handling to ensure retention of as risk customers.
Establish and maintain a trusted advisor relationship with owned accounts.
Offer Jamf best practices based on the customers environment and desired end state.
Assistance in training and mentoring fellow employees in Customer Success roles.
Ability to identify gaps in processes and convey those finds to management.
Other duties and special projects as assigned.
Proven ability to communicate technical topics to both technical and non-technical audiences (Required).
1+ years of experience in a Customer Service role (Required).
Fluency in English.
Knowledge of French (B2 / C1) (Strongly preferred).
Experience working with SalesForce.com (or alternative CRM platform) (Strongly Preferred).
2+ years of experience with customer interaction in an online or email setting (Preferred).
Experience with macOS, iOS, and tvOS (Preferred).
2 year / Associates Degree, or higher (Preferred).
A combination of relevant experience and education may be considered.
Preferred Certifications / Licensures : Jamf 100, Jamf 200.
Strong Communication Skills.
Excellent Interpersonal and Organizational Skills.