Senior Customer Success Manager

BigPanda

Austin, TX, US
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 12/23/2020
  • Website: bigpanda.io
  • Company Address: 888 Villa St. Suite 300, Mountain View, CA, 94041

About BigPanda

BigPanda (bigpanda.io) helps IT Ops, NOC & DevOps teams who want to detect, investigate and resolve IT incidents faster and more easily than ever before, on their journey to Autonomous Operations. BigPanda helps our customers deliver extraordinary digital experiences by turning IT noise into insights, automating incident management, and unifying fragmented IT operations. BigPanda helps manage the sea of logs and events coming from dozens of applications, systems and networks with the most easily-deployed and easiest-to-use event correlation platform, powered by AIOps and Open Box Machine Learning.

Job Description

BigPanda’s Autonomous Operations platform - powered by Open Box Machine Learning - helps overwhelmed and understaffed IT Ops teams detect, investigate, and resolve IT incidents faster and more easily than ever before. By using BigPanda, enterprises such as United, Tivo, Workday, Riot Games, Intel and Autodesk are able to successfully and rapidly adopt AIOps, drastically reduce IT noise, and slash both the duration and frequency of painful outages. Join a world-class team that is transforming IT operations with backing from top-tier VC firms like Sequoia Capital, Battery Ventures, Mayfield, Insight Partners and TPG Growth.

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, competitive compensation, and excellent perks. More importantly, we offer a supportive and highly collaborative environment to empower you to do the best work of your career.

About the Role:

BigPanda is seeking for an experienced Senior Customer Success Manager (CSM) to join our fast growing team. This position requires a mix of relationship management, product and domain expertise, and a strong level of comfort with technology. The CSM is responsible for managing the long-term success of BigPanda's valued customers and will help each customer realize the value of BigPanda and maximize their ROI.

Our CS culture is a proactive one, and we believe in keeping close relationships with our customers. We are looking for people who enjoy high touch customer engagement while becoming a trusted advisor.

This position is remote and reports to the AVP of Customer Outcomes. Candidates should be located in the central region and have the ability to support customers on CST. 

Responsibilities:

  • Serve as trusted advisor to BigPanda's valued enterprise customers; demonstrate strong product and domain knowledge, technical expertise, and strategic account management.
  • Define and execute customer success strategy; help to maximize customer ROI and drive for added value over time.
  • Serve as a subject matter expert in the BigPanda platform; educate customers about product features and best practices.
  • Serve as the point of contact for escalations, integrations, and new features; proactively manage customer needs.
  • Track ongoing customer satisfaction and provide reports to enable data-driven actions.
  • Identify and develop customer champions for advocacy, retention, and expansion opportunities.
  • Ensure internal alignment by partnering with the Sales, Product, and Marketing teams.
  • Define methodologies, best practices, and techniques to improve the CS processes.

Requirements:

  • 4-7 years experience in a customer facing role at a SaaS Company.
  • Experience working with a small number of large, complex enterprise accounts.
  • Solid understanding of project management methodologies, processes, tools and techniques.
  • Comfortable with establishing contacts and maintaining relationships at all levels; proven experience in delivering a successful collaboration with executive leadership and technical and sales teams.
  • Attention to detail and excellent time management skills.
  • Excellent verbal and written communication skills.

Nice to Have:

  • Experience working in the monitoring and/or the ITSM space.
  • Experience working in a NOC / SRE team.
  • Technical background

Perks:

Work with a collaborative team and enjoy a highly driven culture that is committed to personal and professional development! Other company perks include:

  • Virtual events, fireside chats, happy hours, and other opportunities to interact with the team
  • Medical, Dental, and Vision coverage and 401k
  • Flex PTO & 11 Company Holidays
  • Life Insurance & Disability Coverage
  • Flexible Spending Account

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.