Customer Success Manager

7 days ago

Perth, Australia Jamf Full time

Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf's purpose is to simplify work by helping organizations manage and secure an Apple experience that end users love and organizations trust.

Jamf operates as a choice-based office model. Choose an assigned desk, a shared desk, or connect remote from your home office.

**What you'll do at Jamf**:
At Jamf, we empower people to be their best selves and do their best work. The Customer Success Manager (CSM) position works within the Customer Success Department and operates in the Account Owner role supporting multiple Jamf Products. They are responsible for customer engagement, adoption, and retention. They work closely with many internal Jamf roles to ensure overall customer satisfaction of their accounts. High customer engagement is attained through periodic check-ins, outreaches, and building of customer rapport. These interactions are customized to their accounts focusing on customer outcomes & impact. This role requires a detailed understanding of Jamf products, customer environments, and common technical workflows. This role is an advocate for the customer inside Jamf and must collaborate with other departments to help achieve their customer's goals.

**Responsibilities**
- Manage customer satisfaction of owned accounts through exceptional service and attention to detail to ensure retention
- Nurture and help customers navigate end goals to ensure success with Apple and Jamf
- Identify and facilitate opportunities for customer growth and engagement with Jamf
- Advocate customer needs/issues cross-departmentally
- Understand and promote the value of Jamf products and services to customers
- Execute Objection handling to ensure retention of as risk customers
- Establish and maintain a trusted advisor relationship with owned accounts
- Offer Jamf best practices based on the customers environment and desired end state
- Assistance in training and mentoring fellow employees in Customer Success roles
- Ability to identify gaps in processes and convey those findings to management
- Other duties and special projects as assigned

**Skills & Requirements**
- Proven ability to communicate technical topics to both technical and non-technical audiences (required)
- 1+ years of experience in a Customer Service role (required)
- Experience working with com (or alternative CRM platform) (Strongly Preferred)
- Experience with macOS, iOS, and tvOS (preferred)
- Performs all job responsibilities in alignment with the core values, mission, and purpose of the organization
- Adheres to the highest moral, ethical, and legal standards to deliver an environment that promotes respect, innovation, and creativity
- Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed, and manifested in our work
- Strong Communication Skills
- Excellent Interpersonal Skills
- Excellent Organizational Skills
- Strong Customer Service Skills
- Ability to communicate complex technical terms in an easy to understand, non-technical manner
- Ability to interact effectively with co-workers in a result driven culture
- Ability to create strong business relationships with customers
- Ability to de-escalate situations to ensure customer satisfaction
- Good Listening Skills
- Ability to engage with and establish trust and rapport with all levels of customers and employees
- Ability to work independently and as part of a team
- Ability to multi-task and prioritize duties
- Strong attention to detail

**Education & Certifications**:

- 2 year / Associates Degree, or higher (preferred)
- A combination of relevant experience and education may be considered
- Preferred Certifications/Licensures: Jamf 100, Jamf 200

**How we help you reach your best potential**:

- Recently named a Best Workplace in Technology, Fortune Magazine 2021.
- We know that big ideas can come from anyone, so we empower everyone to make an impact. Our more than 90% employee retention rate agrees
- You will have the opportunity to make a real and meaningful impact for more than 50,000 global customers with the best Apple device management solution in the world.
- We put people over profits - which is why our customers keep coming back to us.
- Our volunteer time off allows employees to support and give back to our communities.
- We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
- 23 of 25 world's most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
- Over 100,000 Jamf Nation users, the largest online IT community in the world.

**You are the r

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