JumpCloud
Partner Customer Success Manager
USA Full Time
JumpCloudCustomer Service
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Source: Remotive
About the job
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.

What you’ll be doing:
As a Partner Customer Success Manager, you’ll be partnering closely with Channel Managers, dedicated team of Partner Education Specialist, Partner Support Engineer, Partner Solution Architect, Product and Engineering teams to deliver a world class partner experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to partners and their key customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your partner’s objectives.  You will serve as the primary point of contact for all partner needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your partner’s and their end customers environment.


Your duties and responsibilities include:
  • Understand the partner’s and their key end customers  requirements, challenges, and what business outcomes and value they are expecting from their investment
  • Monitor partner and key end customers  health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
  • Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
  • Support expansion opportunities by understanding customer needs and partner with Partner Account Managers to drive expansion opportunities
  • Oversee enablement program in collaboration with the Partner Education Specialist to ensure key end clients and partners are set up for success and meeting their enablement milestones
  • Collaborate with Partner Account Managers to develop joint strategic Account Plans deepening partner relationships and driving additional value
  • Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features /functionality for their specific business needs 
  • Maintain quantitative and qualitative value that clearly indicates a partner’s return on investment
  • Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs


    • How success will be measured:
  • Onboarding time to value
  • Partner  health and adoption
  • Partner and End Customer Retention
  • Identification of Upsell Opportunities


    • We’re looking for:
  • Minimum 2 years of customer facing experience at a Saas company
  • Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
  • Strong organizational skills with the ability to manage several tasks in parallel
  • Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
  • Learning mindset that is always curious
  • Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
  • Bachelor’s degree or equivalent experience desired
    • In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $95,000 - $115,000, including base salary and any related bonuses or commissions. 


    In the US, JumpCloud® provides a comprehensive benefits package, with several medical plans to choose from including a high deductible HSA plan with employer contribution, two dental plans, vision insurance, flexible spending account (FSA), employee assistance program (EAP), short- and long-term disability, life insurance and a 401k savings plan with match. We have a flexible paid time off policy.


    Where you’ll be working/Location:
    JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

    All roles posted in United States locations do require that you be located within one of the 50 U.S. States.  Our Headquarters is in the Denver/Boulder, CO area but as a remote company, you are able to work remotely anywhere in the U.S.  If you would like to spend time in our offices in the Denver/Boulder area, you are welcome to do that as well.

    Language:
    JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.  Any additional language requirements will be included in the details of the job description.

    Why JumpCloud?  
    If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.  

    One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

    Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.  Please note JumpCloud® is not accepting third party resumes at this time.   

    JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

    #LI-Remote #BI-Remote
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