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Customer Success Manager

Entry Level

Jamf | 200 - Customer Success | Sydney, New South Wales

The Customer Success Manager I (CSM I) position works within the Customer Success Department and operates in the Account Owner role. They are responsible for customer engagement, adoption, and retention. They work closely with internal Jamf roles to ensure overall customer satisfaction through periodic check-ins, outreaches, and maintenance tasks. This role requires an understanding of Jamf products, customer environments, and common technical workflows.  CSMs are expected to be the advocate for the customer inside Jamf and collaborate with other departments to help achieve their customer’s goals.

 
Responsibilities
  •  Manage customer satisfaction of owned accounts through exceptional service and attention to detail to ensure retention
  •  Work with customers via phone and email to understand critical goals, challenges, and key performance indicators
  •  Nurture and help customers navigate end goals to ensure success with Apple and Jamf
  •  Identify and facilitate opportunities for customer growth and engagement with Jamf
  •  Advocate customer needs/issues cross-departmentally
  •  Establish and maintain a trusted advisor relationship with owned accounts
  •  Understand and promote the value of Jamf products and services to customers
  •  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

 
  •  Proven ability to communicate technical topics to both technical and non-technical audiences (Required)
  •  1+ years of experience with customer interaction in an online or email setting (Required)
  •   General Experience with macOS, iOS, and tvOS (Preferred)
  •  Experience in a Customer Service role (Preferred)
  •  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
  • Preferred Certifications/Licensure: Jamf 100, Jamf 200
 
Location: Sydney, Australia
Travel: Less than 10%
Education: 4 year Bachelor's degree (Preferred,  a combination of relevant experience and education may be considered)
Manager: Manager, Customer Success