Catchpoint Systems

Catchpoint is seeking a customer-obsessed and highly-motivated problem solver to join our Customer Success Team. The Associate Customer Success Manager (ACSM) is responsible for the success and growth of a portfolio of Catchpoint’s clients. The ACSM guides clients through onboarding, adoption, expansion, and renewal. The ACSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized. Our most effective ACSMs build expertise in software development, internet technologies, and monitoring best practices. 

ACSMs will be focused on scaling activities through “tech touch”, leveraging bulk e-mail, in app notifications, and enhancement requests to our product team. We seek someone who can execute existing playbooks at a high level, while also being comfortable when a playbook does not exist. An exciting career path awaits within the Customer Success team and organization. 

Customer Success Team includes: Success Engineering, Support, Professional Services, Operations, Customer Marketing, Customer Learning 

Our Tools Stack: SFDC, Gong, Pendo, O365, Zendesk, ZoomInfo, Klue, Looker

Responsibilities 

• Assume full accountability of the customer journey, from Onboarding through Renewal / Cross-sell, Up sell 
• Conduct regular business reviews and monitor account health to maximize account retention 
• Map Catchpoint’s value to client’s organization, goals, and challenges to generate growth 
• Drive engagement and adoption of Catchpoint’s platform 
• Transform clients into partners, developing champions and obtaining executive alignment 
• Evangelize success outside of the platform by promoting success in client’s craft and careers 
• Be a customer advocate while capturing customer feedback for Product and Marketing 
• Partner closely with Catchpoint Sales, Support and other Technical teams to ensure an exceptional customer experience 

Qualifications 

• Bachelor's degree or equivalent and 1-3 years of experience in customer-facing role, such as Customer Success, Account Management, Sales Engineering, or Professional Services 
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Proficiency with MS Office and Salesforce.com 
• Confident, high energy, self-motivated and a true team player 
• Experience working with senior and executive level customer contacts 
• Demonstrated ability and desire to work and excel in fast-paced environment 
• Well-organized, with a high attention to detail and ability to prioritize 
• Ability to understand and articulate technical concepts and derive solutions 
• Must possess a proven understanding of corporate business world, prior experience in SaaS preferred 
• Understanding of Internet and web applications with a desire to learn new technologies 

OVERVIEW:

Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!

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