About MCIM
MCIM – The Data Center Operating System (DCOS) is a platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard.
MCIM started with a commission from a Fortune 100 financial institution to create a cloud computing solution for managing their global critical facilities. The team developed the MCIM platform based on the lessons learned from that project.
Today, MCIM is utilized by Fortune 100 and 500 companies in over 94 countries worldwide. This world-class solution is continuously improved through collaboration with users and industry organizations like The Uptime Institute.
Customer Success Manager
Department: Customer Success
Job Summary
The Customer Success Manager will be responsible for renewals, strategic account planning, and leading quarterly business reviews, while working independently and in collaborations with Account Executives to align on upsell opportunities. The ideal candidate will have a strong background in customer relationship management, have a proactive approach to ensuring customer success, and a deep understanding of SaaS products.
Job Responsibilities
- Serve as the main point of contact for assigned accounts, managing relationships to ensure client satisfaction and long-term retention.
- Lead customer training, and adoption initiatives to ensure seamless integration and success with our products.
- Conduct regular check-ins and quarterly business reviews (QBRs) to review progress toward customer goals and ensure alignment with business objectives.
- Proactively manage the renewal process, negotiating contract terms and ensuring timely renewals.
- Monitor customer health and usage metrics to identify potential issues and opportunities for improvement.
- Identify opportunities for additional licensing, platform expansions, and upsell.
- Serve as the customer advocate, relaying feedback and improvement suggestions to internal teams.
- Develop customer success plans and strategies to drive product adoption and overall customer satisfaction.
- Other duties as assigned.
Qualifications
- 1-4 years of proven experience in customer success, account management, or a related customer-facing role in a SaaS environment.
- Strong relationship management skills with the ability to influence stakeholders at all levels.
- Demonstrated success in managing renewals and expanding customer relationships.
- Excellent communication and presentation skills, with a talent for simplifying complex technical concepts.
- Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
- Familiarity with data center solutions, cloud platforms, or B2B Enterprise SaaS products is a plus.
- Excellent communication and interpersonal skills.
- Ability to think strategically and execute effectively.
- Experience with customer success software and tools, including Salesforce, Hubspot, Gainsight, Churnzero.
- Strong analytical and problem-solving abilities.
- Ability to specify technical changes/needs to technical teams.
- Willingness to travel (up to 10%)
Top Skills
What We Do
"MCIM virtually eliminates human error." - 451 Research
MCIM by Fulcrum Collaborations is trusted by 3 of the top 4 colos/hyperscalers, 8 of the top 10 global banks, as well as clients in cloud, technology, manufacturing, telecom, media, sports, and healthcare sectors.
30,000+ facilities, over 350 MM SQFT, across 6 continents.
Simpler to use, faster to deploy and bursting with the latest in cloud, mobile, social and business intelligence – MCIM is the most complete, scalable mission critical facilities solution available. Used by Fortune 100 firms across 6 continents, MCIM supports the most advanced facility management service delivery models in the world.
The Mission Critical Information Management (MCIM) tool was designed in the cloud – for the cloud – to address the approaching reality of shared risk across a global network of interdependent facilities and data centers. MCIM meets these challenges by centralizing, standardizing and automating information flow among all mission critical stakeholders, in turn mitigating the risk of impact events, and maximizing uptime availability and asset useful life across the portfolio. MCIM’s tightly integrated cluster of cloud-based tools interacts seamlessly to provide the full breadth of tactical, managerial and strategic data & processes essential to a robust, global organization.
Clean data transforms businesses.
For current career opportunities, visit https://mcim.io/careers
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