Customer Success Manager, BlueCat
Intelligent network operations
Job no longer available
Intelligent network operations
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help network teams accelerate businesses.
Role
Who you are
- You have a passion for engaging customers. You have 5+ years’ experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service
- You have an insatiable thirst for knowledge and development and the desire to grow in your role and with the company
- You are proactive; a tenacious self-starter to the core. You thrive in a fast paced and demanding environment
- You are technically savvy with a deep desire to build and support relationships and expand the product use within a customer environment
- Fluent in English and German
- You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences
- You recognize the need for constant improvement - always looking to do things better (both personally, as part of a team and for the company) and can showcase how you have made enhancements in previous situations
- You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects
What the job involves
- Be the leading customer advocate for a portfolio of assigned customers - build solid relationships with key stakeholders (sales, professional services, customer care, etc.) in BlueCat and foster relationships with the customer for successful support
- Contribute to broader goals and growth beyond the scope of a single customer engagement by championing customer success and account retention strategies including account health, use of the BlueCat Community and overall engagement by maintaining ownership for the customer support relationship
- Understand the Customer’s organization and how our product and services can support them. Inspire Customers to think strategically about how our platform can support their business needs. Create opportunities to expand the footprint within the organization through close relationships with the Customer as well as the BlueCat Sales teams. You will be responsible to maintain current customer financial targets
- Work closely with the BlueCat Account Executive who maintains overall accountability for the customer relationship. Ensure awareness of the account support plan and alignment with the Account Executive’s strategic goals for each account
- Create and manage strategic and tactical programs designed to maximize customer satisfaction (NPS) and adoption of product through planning, delivery and management of key milestones/engagements for customers, such as system health checks delivered by the -Enterprise Support team, Product roadmap updates provided by Product Management, etc…
- Work closely with the Product and Support Teams to troubleshoot issues, track next steps, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded. Lead various meetings with customers to create visibility with stakeholders for escalations, operational reviews, tactical/ strategic planning and critical issue reviews
- Develop referenceable experiences with the customers that can be leveraged. Coordinate with sales and marketing to create the collateral associated with these experience that can be shared with other customers as well as within BlueCat
- Assist in the ongoing improvement of the processes, definitions and tools to drive a remarkable customer experience through activities such as retrospectives, post-mortem reviews, case reviews, etc. Be the example of a culture of innovation and accountability for customer outcomes
- Travel to client sites and industry events is expected as well as availability to your customers when they have a need
- Work by BlueCat’s core values
Our take
DNS (Domain Name System) is the backbone of internet navigation, translating domain names into IP addresses to connect users with websites. However, many enterprises still rely on outdated DNS systems, which can severely hinder IT operations. BlueCat addresses these issues by providing advanced DDI (DNS, DHCP, and IP Address Management) solutions, offering businesses a faster, more efficient way to manage their network infrastructure.
BlueCat's solutions accelerate the adoption of cloud computing and automation, making it highly attractive to large-scale enterprises looking to streamline IT operations and reduce costs. By simplifying complex network management, BlueCat helps companies enhance efficiency and adapt to modern technological needs.
The company is making significant strides, with the recent announcement of new capabilities to help organizations modernize their network infrastructure. Alongside this, it also appointed a new Chief Product and Chief Technology Officer and partnered with Grupo Dice to transform DDI management across Mexico and Latin America These exciting developments signal a bright future for BlueCat as it continues to lead the way in network modernization.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$16.8m
SERIES B
Oct 2009
$11m
SERIES A
Total funding: $27.8m
Company HQ
Nortown, Toronto, ON
Leadership
Stephen Devito
(CEO)Stephen joined BlueCat in 2018, initially serving as the company's CFO before becoming CEO in 2020. Previously, he served as the CFO at Q4 and as an Executive VP & CFO at Marketwired.
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