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Enterprise Customer Success Manager

Entry Level

Jamf | 200 - Customer Success | Minneapolis, MN

The Enterprise Customer Success Manager I (ECSM I) position works within the Customer Experience Department and specifically dedicated to Premium Support customers. Their primary goal is to ensure successful Apple deployment with Jamf Pro to drive customer engagement, adoption, and retention. They work closely with internal Jamf roles to ensure overall customer satisfaction through Executive Business Reviews, Success Planning, and other maintenance tasks. This role requires an understanding of Jamf products, customer environments, and common technical workflows. ECSMs 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
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work
Skills & Requirements

  • 4 year / Bachelor's Degree (preferred, a combination of relevant experience and education may be considered)
  • Experience with macOS, iOS, and tvOS in a professional setting (Required)
  • Experience in a Customer Service role (Required)
  • Proven ability to communicate technical topics to both technical and non-technical audiences (Required)
  • 1+ years of experience with customer interaction in an online, phone, or email setting (Required)

  • Proven ability providing successful outcomes to high touch or high value customers (Required)

  • Strong Communication Skills
  • Excellent Interpersonal Skills
  • Excellent Organizational Skills
  • Strong Customer Service Skills
  • Ability to communicate complex technical terms in an easy to understand, non-technical manner
  • Ability to interact effectively with co-workers in a results driven culture
  • Self-starter, energetic multi-tasker, highly motivated and team player
  • Good Listening Skills
  • Ability to engage with and establish trust and rapport with all levels of customers and employees
  • Ability to work independently and as part of a team
  • Ability to multi-task and prioritize duties
  • Strong attention to detail
  • SalesForce.com (or alternative CRM platform) preferred
  • Gainsight experience preferred

Location: Eau Claire, WI or Minneapolis, MN

Job Type: Full Time

Education: 4 year / Bachelor's Degree (preferred, a combination of relevant experience and education may be considered)

Supervisor: Manager, Strategic Accounts