We are seeking a highly skilled customer success manager focused on onboarding with outstanding technical aptitude, exceptional communication abilities, & a strong customer focus. CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their desired outcomes & goals, & expediting their path to success. CSM will serve as the primary contact for the first few months, collaborating with internal teams to facilitate consultative discussions & overcome any hurdles, ensuring a seamless & enjoyable onboarding journey for the customer.

This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways/DigitalOcean customers.

What Youll Be Doing 

• Maintain communication (via calls, emails, chats, etc.) with new high-value customers
• Understand customers requirements & ensure they meet them as quickly as possible
• Give product demos & help customers in realize early value
• Proactively identify customers health signals & up-sell opportunities
• Be the point of contact for six months after conversions & then handoff customers to Customer Success Managers (CSM).
• Share customers feedback with internal teams for product improvements
• Help team Manager in improving onboarding SOPs
• Understand & keep track of business KPIs
• Understanding the customer's needs: A Customer Onboarding Engineer should be able to understand the customer's needs & requirements to ensure that the onboarding process meets those needs.
• Communicating with the customer: A Customer Onboarding Engineer should be able to communicate effectively with the customer to provide guidance & support during the onboarding process.
• Coordinating with different teams: A Customer Onboarding Engineer needs to work with various internal teams to ensure that the customer's needs are met, including sales, marketing, & technical support teams.
• Providing technical guidance & product training: A Customer Onboarding Engineer should be able to provide technical guidance & assistance to customers during the onboarding process. Conduct product demonstrations, product walk-through & training sessions to educate customers on the features & functionality of our platform.
• Developing & implementing onboarding plans: A Customer Onboarding Engineer should be able to develop & implement onboarding plans to ensure that the customer's needs are met, including training, documentation, & testing.Continuously improve & refine our onboarding processes & documentation to increase efficiency & customer satisfaction.
• Resolving technical issues: A Customer Onboarding Engineer should be able to identify & resolve technical issues that arise during the onboarding process.
• Monitoring progress: A Customer Onboarding Engineer should be able to monitor the customer's progress during the onboarding process & provide regular updates to internal teams.
• Providing feedback: A Customer Onboarding Engineer should be able to provide feedback to internal teams on ways to improve the onboarding process & customer experience.

What We'll Expect From You:

Education: A bachelor's degree in a relevant field, such as computer science, engineering, business, or a related field, is preferred. 

Experience: Candidates with relevant work experience in customer support, customer success, or technical support roles are usually preferred. 

Technical skills: Candidates should have a strong understanding of the product or service they will be onboarding customers onto. Additionally, familiarity with various Customer Success Metrics such as time-to-complete onboarding, lead qualification, churn, MRR (monthly recurring revenue), ARPU (average revenue per user), expansion, & advocacy, as well as best practices related to these metrics, is also desirable.

Communication skills: Candidates should have strong verbal & written communication skills. Strong ownership 

Customer focus: Candidates should be able to understand & empathize with customers needs & requirements, & be committed to delivering an excellent customer experience.

Analytical skills: Candidates should have strong analytical skills & be able to identify trends & patterns in customer behavior or usage data using the data given to them. 

Collaboration skills: Candidates should be able to work collaboratively with internal teams, such as sales, marketing, product development, & customer support, to ensure that customer onboarding is successful.

• A strong customer service mindset & the ability to empathize with customers
• The ability to ask effective questions to identify pain points & needs
• The ability to manage & escalate customer issues as needed
• Strong attention to detail & consultancy skills
• Comfort with working with data & analyzing metrics
• A proactive approach to problem-solving
• A desire for continuous learning & improvement
• A strong sense of ownership & the ability to work well under pressure.

Why Youll Like Working for DigitalOcean

• We innovate with purpose. Youll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud & AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, & scrappy, like an owner with a bias for action & a powerful sense of responsibility for customers, products, employees, & decisions. 
• We prioritize career development. At DO, youll do the best work of your career. You will work with some of the smartest & most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, & education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth & development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations & preferences.
• We reward our employees. The salary range for this position is based $96,000 - $120,000 on market data, relevant years of experience, & skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company & individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire & the option to participate in our Employee Stock Purchase Program. 
• We value diversity & inclusion. We are an equal-opportunity employer, & recognize that diversity of thought & background builds stronger teams & products to serve our customers. We approach diversity & inclusion seriously & thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role.

#LI-Remote

#LI-UK1