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EPAM Systems, Inc. Customer Success Manager - Remote in Boston, Massachusetts

Customer Success Manager - RemoteRemote

USA

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Customer Success Manager - Remote Description

Job #: 78191

Who makes a great Customer Success Manager at test IO? You would be successful in many different roles in a company -- you are organized, persistent, a clear communicator and a great project manager. You are almost compulsively wired to formulate goals, measure progress, solve problems and are motivated to grow accounts. But you know you want something different.

At test IO, we specialize in continuous software testing for companies that care passionately about their end-user experience. As a CSM, you will drive the deployment and adoption of the Test IO platform within our customer's development workflows. It is up to you to gain expertise on what our customers need -- build a success plan around mutually agreed upon goals -- and ensure we deliver value accordingly. Working closely with Account Management to drive long-term renewals and account growth -- your efforts will directly contribute to the health and success of our hundreds of global customers.

We invest significantly in the tools, processes and training needed to get every member of the team achieving their objectives, and ultimately advancing their careers (we have a strong track record of promoting internally). Engineering, product & QA leaders at companies of all sizes (BuzzFeed, 1-800-contacts + hundreds more) use test IO's crowd testing platform to ship better software faster to consumers.

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Responsibilities

  • You will be the primary point of contact for your customers. Assume overall customer adoption responsibility and critical issue management role

  • Orient new customers to our service, ensuring they understand the benefits and path to success

  • Take our customers' needs, success, happiness, and retention personally

  • While overseeing customers tests and ensuring they provide meaningful results, you cultivate a direct and strong relationship with the decision makers and influencers on the customers' side

  • You are aggressive when you need to be, coming up with creative solutions if customers are not getting what they need, and pushing customers when they are not doing what they need to succeed

  • Conduct periodic customer health-checks. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

  • Analyze and monitor all the relevant data and proactively address issues that threaten our customers growth, success, satisfaction, or retention

  • Be the link between the customer and test IO's product management with a clear focus on features that support our customers success

Requirements

  • You have professional SaaS experience in an Account Management or Customer Success role. It is a plus if you have a background in software QA/testing/engineering/IT

  • Experience meeting quarterly revenue targets and are well-versed in account expansion strategies to hit upsell targets

  • Communicate clearly and concisely in written and spoken English, with bonus points for other languages

  • You are organized, a problem solver, and excel in time management. It is a plus if you are interested in the software development process

  • Want to work successfully in a fast-paced and creative environment where you own your own success

  • Salesforce experience is a plus

  • Mountain Time zone preferred

What We Offer

  • Medical, Dental and Vision Insurance (Subsidized)

  • Health Savings Account

  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

  • Short-Term and Long-Term Disability (Company Provided)

  • Life and AD&D Insurance (Company Provided)

  • Employee Assistance Program

  • Unlimited access to LinkedIn learning solutions

  • Matched 401(k) Retirement Savings Plan

  • Paid Time Off

  • Legal Plan and Identity Theft Protection

  • Accident Insurance

  • Employee Discounts

  • Pet Insurance

  • Employee Stock Purchase Program

Additional

  • This position operates in a remote capacity, but you must live within driving distance to an EPAM office. Your recruiter will discuss specific details about work location during the initial interview process

About EPAM

  • EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential

EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.

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