About Recast:
Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.
About the Role:
We are looking for a Customer Success Manager to own the relationships of a wide variety of customers. You’ll build relationships with key customers and create playbooks to drive the success of our rapidly growing customer base at scale. Serving as the conduit of information between Recast and our customers, you’ll be a pivotal part of their experience and Recast’s operations and go-to-market teams.
The ideal candidate is an empathetic communicator who takes on a customer’s success as their own. You build relationships easily and are comfortable working across departments to get the results you and your customers expect. You are a problem solver at heart with a technical mindset who's constantly looking for things you can improve (whether that be relationships, processes, or technology) and implementing the solution. You ruthlessly prioritize your time and orient yourself to what will drive the most value across customers and move the needle internally.
What You'll Do:
Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact.
Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large.
Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools.
Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth.
Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion.
Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value.
Build up a pool of customer advocates and drive customer references and case studies
Act responsively, with attention to detail, to customer requests.
Proactively identify and solve for “at risk” customers.
Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers.
Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success.
Work with Recast systems for the creation, management, and tracking of customer information.
What You'll Bring:
2+ years of relevant work experience managing customer relationships within a technical software company.
Experience carrying a quota and owning a book of business.
Excellent communication skills across mediums and audiences.
Curiosity, empathy, and an eagerness to learn about Recast’s technical & complex tools, our customers, and their environments.
Strong problem solving and critical thinking skills with a can-do attitude.
Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
Passion for technology with a strong desire to serve a technically adept audience.
Strong organization and prioritization skills.
Proficiency with a CRM tool.
Proficiency with a Customer Success platform.
What Stands Out:
Experience with Salesforce.
Experience with Gainsight.
What We Value:
We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.