Senior Customer Success Manager
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Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description Summary:
The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers. The Senior CSM will foster internal cross-functional relationships in support of our customers needs. They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers. They will be a mentor and help the team as needed with Rocket processes and general questions.Essential Duties & Responsibilities
Takes ownership of managing their book of business and customer needs
Strong understanding of Rockets products customer base and processes
Work within the Gainsight platform to ensure all customer inputs are addressed
Coordinate with cross functional teams within Rocket to provide for our customers needs and foster positive experiences
Acts as a mentor for junior level representatives
Strong executive presence and desire to build partnerships with our customers
May recommend customer engagement business process improvements
Experience & Qualifications
6 years of related customer support or customer engagement experience
Bachelors degree preferred
Have advanced knowledge of Rockets products and services
Experience leading initiatives with cross-functional teams (Sales Marketing Support)
Preferred Qualifications:
Database and Analytics experience
Gainsight Experience
Information Security:
Information security is everyones responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control according to their role.
Diversity Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity diversity and equity in our workforce.
.Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
As part of our commitment to a safe and trustworthy workplace we include background and reference checks in our hiring process.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.
If you like wild growth and working with happy enthusiastic over-achievers youll enjoy your career with us!
Required Experience:
Manager
