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|Job Category :
||Customer Success Manager
|Job Description :
||As a Customer Success Manager, you will be responsible for developing customer relationships in a set of assigned accounts that promote retention, adoption and loyalty with our Broadcom software solutions. You will gather account intelligence and orchestrate capabilities across teams to ensure our customers receive maximum business value from their investment with us.
Key responsibilities include:
Drive customer adoption and success with Broadcom software solutions within a defined set of large customers.
Build relationship with customer as Trusted Advisor and hold business reviews to ensure alignment.
Proactively engage with the Broadcom sales Account Team to orchestrate renewal readiness.
Promote Account Team collaboration to build, share and execute a strategic account plan.
Support customer feedback activities and execute closed loop feedback mechanisms (NPS).
Orchestrate key adoption activities:
o Deliver personalized onboarding for customers with new products.
o Document customers’ environment, business requirements and competitive landscape.
o Deliver activities to drive customers’ Return on Investment.
o Deliver value program activities and proactively facilitate customers’ education needs
o Orchestrate product implementation and adoption process.
o Promote product currency by assessing product lifecycle events (EOS/EOL) and initiating upgrade planning and execution.
o Proactively escalate significant product support issues and ensure ownership.
o Manage customer engagement in Communities, References, Success Stories, Events etc).
o Bachelor’s degree in a business or IT-related field.
o 12+ years of experience in the IT industry with a deep understanding of how customers use IT to deliver business value/outcomes.
o Broad understanding of industry trends and directions.
o Previous customer-facing experience with a large enterprise software vendor (preferred).
o Excellent written and oral communications skills; excellent presentation and public speaking skills.
o Strong executive presence.
o Ability to navigate across the organization to solve problems.
o Self-motivated and able to effectively manage customer activities without frequent supervision.
o Strong coaching and mentoring skills.
o Project management experience/discipline with the ability to multi-task under potentially stressful situations.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
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