Hyland
Hyland
Hyland एक B2B SaaS कंपनी है, जो उत्पादों, समाधानों और सेवा अपडेट के लिए एक सहयोगी कम्युनिटी प्लेटफ़ॉर्म के माध्यम से एंटरप्राइज़ ग्राहकों की सेवा करती है। Hyland Community ग्राहकों, साझेदारों, विशेषज्ञों और अन्य सदस्यों को प्रश्न पूछने, प्रतिक्रिया साझा करने, संचालन संबंधी ज्ञान का आदान-प्रदान करने और Hyland की पेशकशों से अधिक मूल्य प्राप्त करने के लिए व्यावहारिक मार्गदर्शन पाने के लिए एक साथ लाती है।

Digital Customer Success Manager (Remote in Costa Rica)

Manage customer retention, product adoption, renewals, and expansion for Hyland’s enterprise content solutions. The role covers success planning, escalations, business reviews, and customer advocacy.

विवरण

  • Own retention and growth across the customer lifecycle, from contract signing through renewal and expansion
  • Partner with customers to understand their objectives and create Success Plans with monthly-reviewed goals
  • Create and implement save plans to reduce churn, manage risk, and protect ARR
  • Lead business reviews with cross-functional teams
  • Communicate customer feedback and product priorities to internal stakeholders
  • Help shape the product roadmap and develop customer advocates
  • Work with customer care and technical account management teams on critical escalations
  • Represent customer needs across support, marketing, sales, services, and product strategy
  • Coordinate internal resources to address customer questions, concerns, and issues
  • Track accountability and ensure organizational commitments are delivered
  • Mentor, coach, train, and provide constructive feedback to team members
  • Support team development and quality through knowledge sharing and coaching

आवश्यकताएँ

  • Bachelor’s degree or equivalent professional experience
  • At least two years of experience as a Customer Success Manager
  • Experience managing or contributing to projects in a fast-paced, deadline-driven environment
  • Strong verbal and written communication abilities
  • Strong organizational, multitasking, and time-management skills
  • Strong collaboration and interpersonal skills
  • Strong business and technology acumen
  • Knowledge of company software technologies
  • Ability to turn goals into implemented ideas and practical solutions
  • Ability to manage projects through completion with minimal supervision
  • Ability to influence, motivate, and mobilize team members and business partners
  • Willingness to travel up to 25% of the time
  • Ability to build rapport, earn trust, reach consensus, and develop long-term customer relationships
  • Experience handling critical escalations and complex customer situations
  • Experience creating and presenting business reviews
  • Experience advocating for customer product priorities and collaborating across functions
  • Strong knowledge of Microsoft operating systems and products

लाभ

  • Resources for career development
  • Programs supporting employee wellbeing
  • Practices that encourage innovation
  • Inclusive workplace culture
  • Employee initiatives and community giving campaigns

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