Role Description
Reclaim’s Customer Success Managers bring our customers a unique mix of business insight and productivity best practices to help accelerate adoption of Reclaim within our install base. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer, and as a result, increasing Reclaim’s adoption, renewal and upsell/cross-sell rates for our global, key accounts.
Responsibilities
- Act as a trusted and knowledgeable advisor for our customer sponsors. Support existing customers in driving the adoption and retention of Reclaim within their organizations.
- Collaborate closely with the Sales team to develop strong customer relationships, facilitate business reviews, drive the realization of customer value, and identify potential expansion opportunities in the Book of Business.
- Utilize internal data systems to conduct customer usage analysis, effectively identifying and addressing potential risks and opportunities. Take a proactive approach to initiate data-driven, targeted campaigns tailored to existing customers, fostering increased customer engagement and bolstering product adoption rates.
- Communicate Reclaim’s new features and functions
- Work closely with the Engineering, Support and Product teams to resolve conflicts, bugs, and issues affecting customers
- Act as the voice of the customer. Represent the customer internally, provide feedback to the Reclaim Product team by advocating for product and process changes.
Requirements
- At least 4+ years of experience in customer success, account management, customer support or consulting in the software industry/SaaS with a demonstrated track record of success
- Customer-centric mindset. Passionate about customer success and making life simpler with technology
- Strong, self-driven, organized and project-focused individual contributor
- Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
- Effective team player with a proven track record of collaborating across functions, with experience partnering with sales teams and/or partners to ensure a considerate customer journey
- Adaptability to excel in a rapidly changing and dynamic startup environment
Preferred Qualifications
- Experience in training customers, individuals and/or partners in products or services or running customer events
- Avid Reclaim user and a vocal technology evangelist
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$176,400—$238,600 USD
US Zone 3
$156,700—$212,100 USD
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What We Do
We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself—Dropbox is ready for you.
Why Work With Us
We believe people do their best work when empowered with autonomy and harmony, and we understand there’s no substitute for human connection. Our Virtual First model combines the flexibility of remote work with the power of in-person collaboration to create the best of both worlds: a distributed workplace, anchored in community.
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Employees work remotely.
While remote work is the primary experience for our employees, we also prioritize opportunities for quarterly in-person collaboration knowing that connection is vital to a thriving workforce. We focus on how we work, not where we work.
