Rocket Software

Rocket Software

Senior Customer Success Manager

St Paul, MN | $81K - $102K

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Qualifications

  • 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts
  • Strong empathy for customers and a genuine belief that their success translates into Rocket’s success
  • Deep understanding of value drivers in recurring revenue business models
  • Creative, resourceful, detail-oriented, and highly organized
  • An analytical and metrics-driven work style
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Highly collaborative team player with the ability to build successful relationships with various stakeholders
  • Ability to manage challenging conversations internally and externally
  • Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers

Responsibilities

  • The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers
  • The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs
  • They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers
  • They will be a mentor and help the team as needed with Rocket processes and general questions
  • As a Customer Success Manager with Content and Mobius specialty, you will work cross-functionally with multiple internal teams to ensure alignment with our customer’s goals and objectives
  • You will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs
  • Work closely with your account team on your assigned accounts
  • Get to know your customers
  • Understand your customer’s business environment and objectives
  • Document how they use the Mobius product
  • Understand what success means to your customers
  • Build strong relationship within your customer accounts
  • Work hand in hand with your Account Executive to hold business reviews with your accounts
  • Partner with our Product Specialist team to host user trainings as needed
  • Work closely with Renewals on risk mitigation and process improvements
  • Partner with Retention Marketing on campaigns and events to drive engagement with your accounts
  • Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies
  • Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns
  • Use Gainsight to track engagement, opportunities and derive insights

Benefits

  • The base salary range for this role is $81,476.50 - $101,846.00 /year
  • Exact compensation may vary based on skills, experience, and location
  • Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
  • Healthcare coverage options to fit you (and your family’s) needs
  • Retirement savings, with matching contributions by Rocket Software
  • Life and disability coverage
  • Leadership and skills training opportunities
  • Two paid work days for off-site training

Company information

Rocket Software partners with the largest enterprises, in all industries, to solve their most complex IT challenges, across infrastructure, data, and applications — with solutions that simplify, not disrupt their modernization journey. Trusted by over 10,000 customers, Rocket Software helps enterprises modernize in place with a hybrid cloud strategy, so they don’t need to re-platform or build from the ground up. The company’s 2,600 global employees work with customers to accelerate and optimize their modernization journey while meeting evolving market needs. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity.

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1,001-5,000 employees
Information Services, Software, Information Technology, Enterprise Software, Financial Services, Technology, IT Services, Software Development, Cloud Computing, Computer Software
Privately Held
Waltham, MA
Company Specialties:
Storage, Networks and Compliance, Application Modernization, Archive & Backup Management, Supply Chain Integration (EDI & Managed File Transfer), BI & Analytics, Terminal Emulation, AS/400, IBM Mainframe, IBM i, and MultiValue Database