Job Description

JOB TITLE – Customer Success Manager – IT

LOCATION – San Jose Ca

LENGTH – Contract (6 Months+)

NOTE FROM MANAGER: I’m looking for a candidate that has both the technical app skills/knowledge to understand how we do things in IT and truly understands how employees leverage technology to do their jobs. Someone with excellent interpersonal skills that can speak to anyone at any level. They don’t have to be a technical genius, but more of a all-around generalist. RESPONSIBILITIES

Maintain a deep understanding of IT Applications (collaboration apps, service management apps, productivity apps) and speak with employees about the most relevant features/functionality for their specific requirements

Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize value and retention

Increase apps adoption by creating campaigns and other ways

Measure adoption and alignment by conducting regular surveys, webinars

Bridge the communication between employees and apps team

Plan and execute user acceptance test across functional teams

Constantly assess “health checks” to drive satisfaction, adoption, retention

Work closely with various groups on identification/tracking of enhancement requests

Handle escalations and work across teams to resolve issues

BASIC QUALIFICATIONS

2-3 years of experience using IT Applications such as Office 365, Okta, Google Apps, GCP, Slack, Workplace, Adobe, Service-now, DocuSign, and other similar apps

Passionate about SaaS applications and training users on the features

High energy, go-getter with fresh ideas who takes the initiative to get things done

Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve

Able to quickly understand business complexities, deep dive new business domains, clearly articulate and document business requirements to implementation team which includes and not limited to business use cases, business processes and user stories.

Attention to detail is a must

Exceptional communication and facilitation skills across cross-functional and global audiences

Strong team player but also able to work independently without supervision

Outstanding customer service skills, as well as excellent verbal and written communications skills with both highly technical and non-technical people

Ability to multi task and scale quickly in a fast-paced environment

Ability and motivation to learn new technologies quickly and with minimal support and guidance

Best,

Kushal Shah

APN Software Service INC

kushal@apninc.com

609-357-9180 (Direct)