Customer Success Manager

Who We Are

Based in Austin, Texas, Acumera is a leader in managed network security and automation services for multi-site businesses' payment systems and operations. Acumera provides software-as-a-service (SaaS) solutions for edge computing, secure edge networking, network operations, visualization, and security. Our clients focus on growing their companies using Acumera's remote systems visibility, strong data security, and simplified compliance services. Since 2002, Acumera has been our clients' trusted network partner. We're a growing pandemic-proof Company looking for motivated professionals to join our team!

What We're Looking For

Join our team at Acumera as a Customer Success Manager and become a key player in ensuring the seamless onboarding of new customers and fostering lasting relationships with our existing clients in the network security and edge computing domain. This exciting role involves direct engagement with customer leadership, where you'll have the opportunity to influence customer satisfaction, gather valuable feedback, and drive strategic initiatives to enhance the overall customer experience.

Working hand in hand with our technical teams, you'll be responsible for monitoring the performance of our platforms and services, identifying opportunities for improvement, and swiftly resolving any issues that may arise. With a strong focus on data analysis, regular account check-ins, and comprehensive business reviews, you'll serve as the voice of our customers within the organization, ensuring that their needs and concerns are always front and center.

As a customer-centric advocate, you'll also play a vital role in analyzing processes, developing best practices, and creating case studies to continually enhance the success and satisfaction of our valued clientele. We want to hear from you if you're passionate about driving positive customer outcomes and thriving in a dynamic, collaborative environment! Join us at Acumera and be part of our mission to deliver unparalleled value to our customers.

Responsibilities:

• Spearhead the onboarding procedures for new clients, ensuring a seamless integration of Acumera's solutions.
• Initiate proactive engagement with clients to comprehend their objectives, obstacles, and avenues for success.
• Monitor client satisfaction levels, gather feedback, and implement strategies to enhance customer experience.
• Collaborate closely with technical teams to promptly address and resolve client issues as they arise.
• Develop and conduct training sessions to educate clients on effectively utilizing Acumera's security and edge computing solutions.
• Utilize customer data analysis to identify emerging trends and propose optimizations for enhanced performance.
• Conduct regular check-in sessions with clients to review key metrics, explore potential enhancements, and ensure comprehensive satisfaction with Acumera's offerings.

Preferred Qualifications:

• Demonstrated track record of success in customer success or account management within the technology, security, or edge computing sector.
• Profound technical insight and comprehensive understanding of network security and edge computing principles.
• Outstanding communication skills coupled with a talent for building strong relationships.
• An analytical mindset enables the interpretation of customer data and the formulation of actionable insights.
• Familiarity with various customer success software and tools.
• An empathetic and customer-centric approach to problem-solving and relationship management.
• Proactive and self-motivated attitude, with the capacity to work autonomously.
• Flexibility and adaptability to navigate a dynamic and evolving business environment.

Education & Experience

• Bachelor's degree in business management or information systems or equivalent professional work experience in place of formal education
• Previous experience in an IT industry and retail or hospitality verticals preferred
• Working knowledge of networks, Internet security, or LINUX administration concepts is highly desired, and the capability and willingness to develop such skills independently and as part of the early onboarding journey.
• Ability to occasionally travel to customer locations within the Continental United States
• 8 years of experience in customer success or account management in relevant industries

Perks of Acumera

• Hybrid Work Schedule
• Health benefits start on day one
• 401(k), FSA, HSA
• Casual dress code
• Paid company holidays
• Discretionary time off policy
• Central Austin location with free parking
• Flexible work environment and an opportunity to grow as we grow.

Acumera is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.