Sr. Customer Success Manager

| El Segundo
You will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to your customers. You will become a GoGuardian product expert so you can speak, and teach, intelligently on the value and usage of each part of the GoGuardian system. You will also apply your domain expertise with customers in best practices discussions, whether those are specific to the use of GoGuardian or general Chromebook in the classroom conversations.

YOUR CHALLENGE

  • Ensure smooth handoffs of customers from Sales to Support
  • Provide strategic guidance and training to improve adoption of the GoGuardian product by your customers
  • Deliver ongoing best practices to customers to help them achieve value with GoGuardian, according to their specific business and classroom objectives and use cases
  • Build value-based relationships with executives at customers, ensuring that they remain GoGuardian customers
  • Quarterback customer risks and escalations end to end, including working cross-functionally with internal teams to create & execute on action plans
  • Share intelligent product feedback and recommendations from customers back to the GoGuardian Product team
  • Work with the team to develop world-class processes for executing Customer Success
  • Actively participate with the rest of the Customer Success team as the most active and demanding customer of the GoGuardian product

WHAT YOU'LL NEED

  • 2+ years of customer-facing experience
  • A true passion for customers and Customer Success
  • Empathy is a must
  • Genuine interest in building trusted advisor relationships with customers, including C-level / SVP-level executives at customers
  • Phone presence: enthusiastic and high energy, but also poised, confident, and professional
  • Comfortable in fast-paced and changing environment; does not get stressed easily
  • Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
  • At ease demonstrating complex product functionality; ability to provide comprehensive overview of key business use cases
  • Takes a thoughtful approach to addressing customer pain points
  • Understands change management tactics to drive product adoption within customer teams
  • Passion for GoGuardian Core values

YOUR CHALLENGE

  • Ensure smooth handoffs of customers from Sales to Support
  • Provide strategic guidance and training to improve adoption of the GoGuardian product by your customers
  • Deliver ongoing best practices to customers to help them achieve value with GoGuardian, according to their specific business and classroom objectives and use cases
  • Build value-based relationships with executives at customers, ensuring that they remain GoGuardian customers
  • Quarterback customer risks and escalations end to end, including working cross-functionally with internal teams to create & execute on action plans
  • Share intelligent product feedback and recommendations from customers back to the GoGuardian Product team
  • Work with the team to develop world-class processes for executing Customer Success
  • Actively participate with the rest of the Customer Success team as the most active and demanding customer of the GoGuardian product

WHAT YOU'LL NEED

  • 2+ years of customer-facing experience
  • A true passion for customers and Customer Success
  • Empathy is a must
  • Genuine interest in building trusted advisor relationships with customers, including C-level / SVP-level executives at customers
  • Phone presence: enthusiastic and high energy, but also poised, confident, and professional
  • Comfortable in fast-paced and changing environment; does not get stressed easily
  • Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
  • At ease demonstrating complex product functionality; ability to provide comprehensive overview of key business use cases
  • Takes a thoughtful approach to addressing customer pain points
  • Understands change management tactics to drive product adoption within customer teams
  • Passion for GoGuardian Core values
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • MySQLDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

200 N Sepulveda Ave, El Segundo, CA 90245
200 N Sepulveda Ave, El Segundo, CA 90245

Insider's spotlight

What are some social events your company does?

We love hanging out together here at GoGuardian and have a different social event almost every week! We’re not short on company events like Oscar viewing parties, basketball or crafts club and Harry Potter birthday celebrations. We also love smaller team events and have done everything from ice skating to biking on the beach to Korean BBQ /karaoke!

Tamar

Business Analyst

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Senior Designer

What are some things you learned at the company?

One of GoGuardian's core values is to experiment and learn. I think the engineering team embodies this well, and one skill I have learned is to be open to all the learning opportunities available and not be afraid to try new things.

Melinda

Software Engineer

Being a company geared towards improving education it’s only fitting that we embrace the theme of the most magical school on the face of the Earth. Of course I’m referring to Hogwarts School of Witchcraft and Wizardry. There’s nothing like wrapping up a game of Fifa in the Forbidden Forest and then jumping into a meeting in the Ministry of Magic.

Cole

Sales Operations Specialist

What are GoGuardian Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
More Jobs at GoGuardian17 open jobs
All Jobs
Data + Analytics
Dev + Engineer
HR
Internships
Operations
Project Mgmt
Sales
Developer
new
GoGuardian
Developer
new
GoGuardian
Data + Analytics
new
GoGuardian
Developer
new
GoGuardian
Developer
new
GoGuardian
Sales
new
GoGuardian
Developer
new
GoGuardian
Developer
new
GoGuardian
Operations
new
GoGuardian
Data + Analytics
new
GoGuardian
Internships
new
GoGuardian
Project Mgmt
new
GoGuardian
Developer
new
GoGuardian