• Customer Success Manager

    Job Locations US-ID-Boise
    Posted Date 2 weeks ago(5/31/2019 7:00 PM)
    Job ID
    # of Openings
    Customer Success
  • Overview

    At Cradlepoint, we believe that our success is directly tied to the value our customers derive from our solutions. While customers realize value at different stages in their journey with Cradlepoint, managing the journeys is critical to accomplishing the true testament of the value; the renewal. To lead this initiative, we are searching for extraordinary Customer Success Managers. You will partner with customers, channel partners and multiple internal stakeholders (e.g., Account Executives, Renewals Team, Support and Product Management) to transform the customer experience and ensure that value is realized early and often, and that the customer are set up for continued success with Cradlepoint. 


    • Consult with and advise large, strategic Cradlepoint customers with a goal to drive broader adoption and deployment of Cradlepoint across the enterprise
    • Manage a portfolio of mid-market customers to understand and address their value consumption gaps through various types of communications including email campaigns, webinars and digital knowledge development
    • Lead, participate and continually enhance the customer onboarding experience and practice
    • Collaborate and lead customer training to assure ongoing knowledge of solution capabilities are being consumed
    • Develop content and materials which can be used by customers, partners and employees to drive adoption of capabilities
    • Conduct analysis on customer feature consumption to identify gaps and enhance training, onboarding and customer adoption
    • Collaborate with renewals team to address renewal risks, challenges & negotiations with customers
    • Identify & build relationships with key channel partner stakeholders to assist them with coming up to speed on the Cradlepoint Customer Success method so they can perform as an extension of our customer success practice


    What We're Looking For:

    • 3+ years of experience, designing and troubleshooting edge enterprise branch routing, security and wireless solutions or 3+ years’ experience in sales engineering, professional and or managed services sales and or delivery 
    • 2+ years’ experience with cloud management solutions for the networking, security or wireless industry 
    • 2+ years’ experience working with Cradlepoint products including router family and cloud management solutions
    • Should have practical experience or strong knowledge in multiple areas: 
    • LAN/WAN network topologies and inter-working (i.e. MPLS, BGP, OSPF, EIGRP) 
    • Virtual Private Network Solutions and Technology (GRE, IPSec, VTI, DMVPN) 
    • Knowledge of cellular technology 
    • Network Management Solutions (on premise and cloud) 
    • Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT) 
    • Network and/or Customer Experience Analytics 
    • Preferred – Bachelor of Science 
    • Ability to travel up to 25% 


    What You Can Expect:

    • A great climate and culture based on a passion for customer, partner and company success
    • Continued investment in you and your peer group through recurring team building activities and professional development
    • An extremely humble and hungry organization with enterprise class processes and capabilities but a startup approach to innovation and agility
    • We work smart and hard and continually have fun


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