What are the responsibilities and job description for the Customer Success Manager position at GPL Technologies?
Data Center Infrastructure Engineer
At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite team of technology specialists focused on empowering creatives to achieve their vision without worrying about managing technology.
Job summary
The Customer Success Manager will play a pivotal role in ensuring that our Managed Services clients achieve their desired outcomes while using our services. This involves building strong, long-term relationships with clients, understanding their business needs, and providing tailored support to enhance their overall experience with GPL Technologies.
Responsibilities
Client Relationship Management:
- Develop and maintain strong, trusted relationships with key stakeholders across client organizations.
- Regularly communicate with clients to understand their evolving needs and goals.
Onboarding and Training:
- Ensure seamless onboarding of new clients by providing comprehensive training and support.
- Facilitate workshops and demos to enhance product adoption and usage.
Customer Retention and Growth:
- Implement strategies to reduce churn and increase client retention rates.
- Identify opportunities for upselling and cross-selling based on client needs.
Issue Resolution and Support:
- Proactively address client issues and concerns, ensuring timely resolution.
- Collaborate with internal teams (e.g., sales, support) to resolve complex issues.
Data Analysis and Improvement:
- Analyze client data to identify trends and areas for improvement.
- Use insights to refine service offerings and enhance the client experience.
Advocacy and Feedback:
- Act as a client advocate within GPLTech, ensuring their needs are represented in product development and service enhancements.
- Collect and integrate client feedback to inform strategic decisions.
Team Collaboration:
- Work closely with sales, marketing, and product teams to ensure alignment and a cohesive customer journey.
- Participate in training and enablement initiatives to enhance team capabilities.
Preferred Qualifications/Skills
- Communication and Interpersonal Skills: Excellent ability to build rapport with clients and
internal stakeholders.
- Problem-Solving and Analytical Skills: Proven ability to analyze data and resolve complex
issues effectively.
- Leadership and Teamwork: Experience in leading or contributing to cross-functional teams.
- Empathy and Customer Focus: Strong empathy and commitment to delivering
exceptional customer experiences.
- Technical Knowledge: Familiarity with managed services and technology solutions
Performance Metrics
- Client retention rates
- Net Promoter Score (NPS)
- Customer satisfaction surveys
- Revenue growth from upselling and cross-selling efforts
Job type
We provide a competitive compensation package, including 401(k) and health benefits for full-time employees. The salary for this role is 60-90k annually. Our belief in work-life balance aligns well with our very liberal vacation and personal time policy. Above all, you'll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.
About Us
Pixar’s founders famously commented on the nature of animation, inspiration, and storytelling in a simple expression: "Art challenges technology, but technology inspires the art." If you are ready to help some of the world's most creative people translate that inspiration into the next big blockbuster, then it’s time to join GPL Technologies.
GPL Technologies is helping studios, VFX companies, post-production facilities, creators, artists and producers become more effective – faster, less expensive, more collaborative, with fewer headaches, and with more productivity anywhere in the world. Most of the “who's who” in media and entertainment (Netflix, Disney, Warner Bros. Discovery, Sony, and Amazon Studios to name a few) are already working with GPL Technologies to create content with record speed, quality and efficiency.
For time and cost sensitive projects (which is everything in media these days), the value proposition is unparalleled – delivering optimized IT solutions for content creators and media services providers. Seasoned executives at some of the leading companies including Pixomondo, Technicolor, Electronic Arts, Skydance, and Apple are leaping at the chance to join this new wave in "creative enablement" and the opportunity to shape a truly electric environment for serving customers.
We are looking for strong candidates who are self-driven, entrepreneurial, and willing to admit when their first idea won’t work – and then try a new one. No blind followers, we want thinkers who can solve problems creatively by cooperating with teammates and clients to create great outcomes. They understand that supporting clients is a challenging and rewarding experience.
At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite team of technology specialists focused on empowering creatives to achieve their vision without worrying about managing technology.
Job summary
The Customer Success Manager will play a pivotal role in ensuring that our Managed Services clients achieve their desired outcomes while using our services. This involves building strong, long-term relationships with clients, understanding their business needs, and providing tailored support to enhance their overall experience with GPL Technologies.
Responsibilities
Client Relationship Management:
- Develop and maintain strong, trusted relationships with key stakeholders across client organizations.
- Regularly communicate with clients to understand their evolving needs and goals.
Onboarding and Training:
- Ensure seamless onboarding of new clients by providing comprehensive training and support.
- Facilitate workshops and demos to enhance product adoption and usage.
Customer Retention and Growth:
- Implement strategies to reduce churn and increase client retention rates.
- Identify opportunities for upselling and cross-selling based on client needs.
Issue Resolution and Support:
- Proactively address client issues and concerns, ensuring timely resolution.
- Collaborate with internal teams (e.g., sales, support) to resolve complex issues.
Data Analysis and Improvement:
- Analyze client data to identify trends and areas for improvement.
- Use insights to refine service offerings and enhance the client experience.
Advocacy and Feedback:
- Act as a client advocate within GPLTech, ensuring their needs are represented in product development and service enhancements.
- Collect and integrate client feedback to inform strategic decisions.
Team Collaboration:
- Work closely with sales, marketing, and product teams to ensure alignment and a cohesive customer journey.
- Participate in training and enablement initiatives to enhance team capabilities.
Preferred Qualifications/Skills
- Communication and Interpersonal Skills: Excellent ability to build rapport with clients and
internal stakeholders.
- Problem-Solving and Analytical Skills: Proven ability to analyze data and resolve complex
issues effectively.
- Leadership and Teamwork: Experience in leading or contributing to cross-functional teams.
- Empathy and Customer Focus: Strong empathy and commitment to delivering
exceptional customer experiences.
- Technical Knowledge: Familiarity with managed services and technology solutions
Performance Metrics
- Client retention rates
- Net Promoter Score (NPS)
- Customer satisfaction surveys
- Revenue growth from upselling and cross-selling efforts
Job type
- Full-time with potential for remote work
- Regular travel made be required for client meetings and workshops
We provide a competitive compensation package, including 401(k) and health benefits for full-time employees. The salary for this role is 60-90k annually. Our belief in work-life balance aligns well with our very liberal vacation and personal time policy. Above all, you'll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.
About Us
Pixar’s founders famously commented on the nature of animation, inspiration, and storytelling in a simple expression: "Art challenges technology, but technology inspires the art." If you are ready to help some of the world's most creative people translate that inspiration into the next big blockbuster, then it’s time to join GPL Technologies.
GPL Technologies is helping studios, VFX companies, post-production facilities, creators, artists and producers become more effective – faster, less expensive, more collaborative, with fewer headaches, and with more productivity anywhere in the world. Most of the “who's who” in media and entertainment (Netflix, Disney, Warner Bros. Discovery, Sony, and Amazon Studios to name a few) are already working with GPL Technologies to create content with record speed, quality and efficiency.
For time and cost sensitive projects (which is everything in media these days), the value proposition is unparalleled – delivering optimized IT solutions for content creators and media services providers. Seasoned executives at some of the leading companies including Pixomondo, Technicolor, Electronic Arts, Skydance, and Apple are leaping at the chance to join this new wave in "creative enablement" and the opportunity to shape a truly electric environment for serving customers.
We are looking for strong candidates who are self-driven, entrepreneurial, and willing to admit when their first idea won’t work – and then try a new one. No blind followers, we want thinkers who can solve problems creatively by cooperating with teammates and clients to create great outcomes. They understand that supporting clients is a challenging and rewarding experience.
