nOps delivers an AI-powered Platform that helps rapid-growth companies build, manage, and operate a Well-Architected Cloud infrastructure.  This allows companies to rapidly innovate while staying continuously validated across the five Well-Architected Pillars allowing them to realize the power of the cloud.

nOps is a fast-paced, innovative cloud management software company that partners with some of the world’s largest corporations and managed cloud services providers. We are looking for a skilled, high-energy, driven Customer Success Manager with software-as-a-service (SaaS) and Customer Success experience to join our successful sales team. At nOps we focus relentlessly on customer outcomes, always innovate with speed and simplicity, hire curious people who are continuous learners, and do whatever it takes to earn long-term trust by consistently delivering A+ experiences.

About the Role:

The Manager, Customer Success is a key part of the nOps Customer experience. This role is responsible for the day-to-day leadership of our team of Customer Success Managers (CSMs), who deliver education and onboarding services. You interact directly with both customers and prospects regarding the configuration, setup, and operation of nOps to ensure each customer quickly gets value from our solution based on their specific requirements. Topics include user administration, cost optimization and reporting, invoice generation, security, compliance, and best practice checks. You will also be responsible for developing video-based education and training content that our customers access through our Learning Management System.

What you will be doing:

●      Collaborate with the Sales and Customer Success teams to create a streamlined experience for customers from the sales experience through onboarding, and then to ongoing support via Technical Account Management and technical support

●      Participate in the development of onboarding strategic plans, goals, and objectives ensuring alignment with those of the rest of the Customer Success team and company

●      Manage the assignment of onboarding projects among you and the other CSM-Onboarding team members

●      Provide guidance and best practices to customers and your onboarding team, and leadership when addressing customer challenges

●      Schedule and facilitate onboarding meetings, adapting the standard onboarding process for individual customers as necessary, to empower customers to effectively use and manage nOps to meet their business objectives

●      Ensure all onboarding activities and progress updates are documented in our Customer Success software

●      Ensure all onboarding projects are completed on time and with high customer satisfaction

●      Provide leadership, support, motivation, and guidance to the Customer Success Management-Onboarding team

●      Provide the onboarding team with performance feedback; identify and develop talent

●      Maintain AWS and Azure Cloud product, platform, and industry knowledge necessary to offer broad support to customers as well as your team

●      Create and maintain compelling video training of nOps functions and features

●      Deliver live, remote workshops to customers to increase customer use and adoption of the nOps application

●      Perform other related duties as required & assigned

●      Strong cloud knowledge (AWS, Azure), experience with cloud billing / invoicing strongly preferred

●      Software-as-a service (SaaS) background, cloud management platforms highly preferred

●      Ability to learn quickly and maintain current comprehensive knowledge of nOps’s products

●      Outgoing, professional, and customer-focused mindset

●      Excellent verbal and written communication skills

●      Strong time management and project management capabilities

●      Self-starter, proactive problem solver who is adaptable, decisive, and professional

●      Excellent interpersonal skills & an ability to build strong relationships

●      Natural relationship builder with integrity, reliability and maturity

●      Ability to work under pressure, multi-task, and meet deadlines with moderate supervision

●      Minimum three years of experience as a Customer Success Manager, Onboarding Manager, Project Manager, or relevant role, and a passion for leadership

Bachelor’s degree with a focus on Computer Science or Information Technology preferred

Our employees are our greatest strength, so we’ll support your career development, reward your accomplishments, and help you achieve your personal goals. We’re growing fast and need creative thinkers who embrace the challenges of innovation, a changing marketplace and exceeding customer expectations.