Enterprise Customer Success Manager
Job Posting for Enterprise Customer Success Manager at Jamf
Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf's purpose is to simplify work by helping organizations manage and secure an Apple experience that end users love and organizations trust.
We are a group of curious, self-starters with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology – freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,000 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers.
Jamf operates as a choice-based office model. Choose an assigned desk, a shared desk, or connect remote from your home office.
The Enterprise Customer Success Manager's (ECSM) primary goal is to ensure successful Apple deployment within the Jamf portfolio of products to drive customer engagement, adoption, and retention. They work closely with Jamf customers to ensure overall satisfaction through proactive touch points, executive business reviews, success planning, and provide other supportive guidance. This role requires an understanding of Jamf products, customer environments, and common technical workflows. ECSM's are expected to be the advocate for the customer inside Jamf and collaborate with other departments to help achieve their customer's goals.
Responsibilities
- Establish and maintain a trusted advisor relationship by recommending workflows and environmental best practices
- Understand and promote the value of Jamf products and services to customers
- Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally
- Maintain and increase customer satisfaction to ensure retention
- Conduct scheduled meetings with stakeholders at company to track and record progress on projects as well as look toward the future planning
- Work with customers via phone and email to understand critical goals, challenges, and key performance indicators
- Identify and facilitate opportunities for customer growth and engagement with Jamf
- Other duties and special projects as assigned
Requirements
- 4-year / Bachelor's Degree (Preferred)
- A combination of relevant experience and education may be considered
- Preferred Certifications/Licensures: Jamf 100, Jamf 200, Jamf 300, Jamf 370, Jamf 400
- 1 years of experience with Apple products in a professional setting (Preferred)
- Experience communicating technical topics to both technical and non-technical audiences (Required)
- 2 years of experience with customer-facing account management (Required)
- Proven ability providing successful outcomes to high touch and high value customers (Preferred)
- Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) (preferred)
- Team player with proven ability to execute across a cross-functional team
- Strong attention to detail
- Ability to multi-task and prioritize duties
- Proven track record of driving adoption and identifying/remediating risk with the goal to help facilitate a customer's renewal
- Ability to engage with and establish trust and rapport with all levels of customers and employees
You are the right kind of Jamf if:
You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You're not a jerk. You are someone who just wants to do the right thing.
Why Jamf?
Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We strive to do what's right – for our customers, our employees, and our communities. In the spirit of our values of selflessness and relentless self-improvement, we seek to learn, engage, and grow. We better ourselves for the betterment of others. All voices are critical to the innovative and collaborative work that we do. It is important that all of our Jamfs feel comfortable being their truest selves at work. Be your best self, and let your individuality shine at Jamf!
Get social with us: Instagram, LinkedIn, Facebook or follow the conversation at #OneJamf
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