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Enterprise Customer Success Manager

Entry Level

Jamf | 200 - Customer Success | Eau Claire, WI

 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

 

Qualifications

  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
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