Customer Success Manager - Ottawa, Canada - Barracuda Networks Inc.

Barracuda Networks Inc.

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job ID 24-183

Envision Yourself at Barracuda
The CSM develops and maintains strategic relationships with the customers they support and becomes their trusted advisor. The CSM is also expected to be proficient in multiple families of Barracuda's solutions. Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The individual in this role operates independently using standard approaches, existing tools, templates, and resources. They share knowledge and information that may benefit the team.

What you'll be working on

Establish a trusted/strategic advisor relationship with each customer and drive the continued value of Barracuda's solutions
Empathize with every aspect of the customer experience, putting customers' needs first.
Maintain high levels of customer engagement (including remote and occasionally onsite meetings) with a focus on customer satisfaction and loyalty.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in existing accounts.
Escalate critical customer issues and ensure escalation ownership with internal resources.
Act as Voice of the Customer and provide feedback to Support, Sales, Operations and Product teams.
Identify, define and drive renewals, phased upsell and crosssell opportunities from account base.

What you bring to the role

Bachelor's Degree preferred.
5 years of career experience.
Experience in customer success role or equivalent experience increasing customer satisfaction, adoption, and retention.
Experience managing and growing SaaS and/or subscription revenue within existing customer relationships.
Excellent communications and Customer Service skills (active listening, written, oral, presentation).
Strong analytical and problemsolving skills.
Selfmotivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
Exceptional Time Management skills.

What you'll get from us
A team where you can voice your opinion, make an impact, and where you and your experience are valued.

Internal mobility - there are opportunities for cross training and the ability to attain your next career step within Barracuda.