Enterprise Customer Success Manager - Americas

2 days ago

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Katalon

WebsiteLinkedInAll Job Openings

Software Testing • App Testing • Automation Testing

201 - 500 employees

Founded 2013

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

💰 $27M Series A on 2021-06

Description

• Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. • Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently. • Own a book of enterprise customers, with a focus on building trusted relationships with customers and helping them get the most of their Katalon subscription. • Responsible for onboarding including hosting kick-off calls and check-in meetings and providing end users with the resources they need to get started with Katalon. • Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives. • Translate customer product usage data into actionable advice for customers. • Ability to showcase ROI and value outcomes delivered. • Know the Katalon platform, our more common best practices, and use cases in order to guide the customer. • Be the Katalon liaison for Katalon questions, issues, or escalations. Collaborate with Support, Product, or other teams as needed. • Assist in workshops to help enterprise customers leverage the full value of Katalon platform. • Execute save plays for customers are showing decline in usage or are identified as churn risk. • Maintain and develop high touch engagement playbooks and operational best practices. • Develop and deliver initiatives aimed at improving team efficiency and effectiveness, solving CSM workflow challenges and driving cross-functional collaboration.

Requirements

• Education - B.E/B.Tech/M.Tech [CS preferred] • Initial/Partial work experience - as Developer/ DevOPs/ Automation Engineer • Coding Skills to look at - Not afraid of coding/ Knows few languages (basics) - java/C++/Python etc/ Can write functions using any of these languages • Problem-solving skill - Should have worked for SaaS based companies • At least 3 years prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention • Good knowledge and understanding of software testing & experience working with customers in DevOps/QA space

Benefits

• At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. • Attractive compensation package • Generous time-off • Flexible work arrangements • Vibrant international working environment • Premium healthcare coverage: For both you and your loved ones; • Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.!