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<h1>Strategic Customer Success Manager</h1> Sales | San Francisco, United States | Remote, Remote | <a href="https://careers-americas.icims.com/jobs/15499/strategic-customer-success-manager/job?mode=apply" target="_blank">Apply for this job</a> Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. Atlassian Strategic Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users. As a Strategic CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You'll use your solution expertise to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment. To help our teams work together, you will be fully remote, but requires you to work CEST Time Zone hours. You will report to the Regional Head of Customer Success. Your future team With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team. With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'. We support each other, celebrate our wins together and share knowledge. Our employees work with Atlassian, not for Atlassian. Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use. In this role, you will: <ul> <li>Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.</li> <li>Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.</li> <li>Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.</li> <li>Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.</li> <li>Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.</li> <li>Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.</li> <li>Develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint.</li> <li>Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.</li> <li>Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.</li> </ul> Your background: <ul> <li>8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.</li> <li>Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.</li> <li>Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.</li> <li>Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade-offs.</li> <li>Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.</li> <li>Experience balancing a book of business in a customer-facing environment.</li> <li>Problem-solving skills and a customer-centric mindset.</li> <li>Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.</li> </ul> Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are: Zone A: $171,800 - $229,000 Zone B: $154,600 - $206,100 Zone C: $142,600 - $190,100 This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit <a href="http://go.atlassian.com/payzones" target="_blank">go.atlassian.com/payzones</a> for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. Our perks &amp; benefits Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to learn more. About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://careers-americas.icims.com/jobs/15499/strategic-customer-success-manager/job?mode=apply" target="_blank">Apply for this job</a>

Atlassian

Principal Customer Success Manager, Strategic

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. We work closely with an exciting range of customers to solve complex business challenges and ensure they achieve their goals while seamlessly navigating Airtable’s features and capabilities. As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities. This role will follow U.S. Eastern Time business hours, though shifts may vary based on the evolving needs of the business. <h1>What you'll do</h1> <ul> <li>Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). </li> <li>Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.</li> <li>For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.</li> <li>Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. </li> <li>Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions. </li> <li>Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.</li> </ul> <h1>Who you are</h1> <ul> <li>You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.</li> <li>You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.</li> <li>You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.</li> <li>You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.</li> <li>You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.</li> <li>You have a strong, self-driven desire to exceed expectations and continuously improve your performance.</li> <li>You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.</li> </ul> Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your <a href="https://drive.google.com/file/d/1jAj2by1bto5g8Xqn9hWNAwPOMGNd_fM6/view?usp=sharing" target="_blank">EEO rights as an applicant</a>. VEVRAA-Federal Contractor If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our <a href="https://airtable.com/shrq13fCV8h1sx2t8" target="_blank">Accommodations Request Form</a> and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants. #Remote-LI Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out <a href="https://airtable.com/careers/life-at-airtable" target="_blank">Life at Airtable</a>. For work locations in the San Francisco Bay Area, New York City, and Los Angeles, the base salary range for this role is: $80,800—$105,300 USD For all other work locations (including remote), the base salary range for this role is: $72,700—$94,700 USD Please see our Privacy Notice for details regarding Airtable’s collection and use of personal information relating to the application and recruitment process by clicking <a href="https://www.airtable.com/company/personnel-privacy-notice" target="_blank">here</a>.

Airtable

Enterprise Technical Support Specialist

<h2>Job Details</h2> Job Location Reading Partners National - Oakland, CA Remote Type Fully Remote Position Type Full-Time Job Category Information Technology <h2>Description</h2> Reading Partners is changing the education landscape. We are a leader in working to solve the literacy crisis in our country by leveraging community volunteers in under-resourced schools. Our diverse and expansive volunteer base provides one-on-one tutoring to students twice weekly, and our program is proven to help children master the reading fundamentals they need to unlock their potential as successful, happy and confident readers in school and in life. Our people are our heartbeat and our greatest resource; we are all passionately rallied around our mission to help children become lifelong learners by empowering communities to provide individualized instruction that works. Join our stellar team leading the charge to deepen our impact and expand our service. <a href="https://www.facebook.com/ReadingPartners.org/videos/10155409883651379/" target="_blank">Watch this video</a> to learn more about Reading Partners. The high level: Reporting to the IT Manager, the IT Support Technician’s primary role is to ensure that Reading Partners’ staff can use our technology to perform their jobs in a way that preserves the confidentiality, integrity, and availability of proprietary data. This role is critical in supporting Reading Partners’ goals and objectives, as technology is integral to all job functions at Reading Partners. The IT Support Technician (ITST) is responsible for the effective provisioning, configuration, administration, and maintenance of systems, software, and IT infrastructure. The ITST ensures our staff members have the appropriate level of access to our systems and networks, as required for their jobs, and follow procedures that align with organizational values and policies. This remote position requires candidates to reside within one of Reading Partners’ regions: Baltimore, MD, Denver, CO, Charleston, SC, Los Angeles, CA, New York City, NY, North Texas (Dallas and Fort Worth), San Francisco Bay Area, CA, Seattle, WA, Twin Cities, MN, Tulsa, OK, and Washington, D.C. Work hours are based on East Coast time (9 AM - 5 PM Eastern Time). What you’ll do: Provide account management for all of Reading Partners’ systems (Single Sign-on with MFA, Google Workspace, Microsoft 365, Zoom, Adobe Suite, Box, Mac Mobile Device Management, Asset Management platform, and Zendesk service ticketing System). <ul> <li>Manager user account adds, moves, and changes in our Single Sign-on Platform</li> <li>Assist with password resets</li> <li>Document and update procedures</li> <li>Track and report on assets and software usage</li> </ul> Support the service desk ticket queue by managing assigned tickets, including: <ul> <li>Triage service requests and assign as appropriate</li> <li>Restore data from IT-owned and operated systems</li> <li>Complete staff and AmeriCorps onboarding and offboarding requests in a timely manner</li> <li>Manage security attributes of users and roles, to ensure the appropriate level of access</li> <li> 1st and 2nd level troubleshooting of system and network issues. Work with senior members of the team or escalate as needed. </li> <li>Restore user data as needed</li> </ul> Additional duties as assigned. How you’ll do it: Communication: Effectively and efficiently communicate with a wide variety of staff and stakeholders across all levels of the organization via email, phone, and video conferencing. Service Orientation: Maintain a positive, open attitude and collaborative approach toward working with others. Provide excellent customer service – follow up, and follow through on all issues and see them through to resolution. Detail Orientation: Demonstrate an ability to see and pay attention to details, recognize the component parts of a process, and verify the correctness and/or errors in parts of the process. Results Orientation: Demonstrate an ability to identify actions necessary to achieve goals and to maintain results. Able to meet schedules, deadlines, etc. Technical Expertise: Demonstrate a technical savvy to leverage the administrative tools available for all RP systems within the IT portfolio (GSuite Admin, Meraki Cloud Security, Spanning backup and archival, antivirus, cloud management tools as needed). Leverage remote support and access tools to support users across the U.S. What we offer: Reading Partners’ compensation and benefits programs are designed to attract, motivate, engage, and retain top talent to propel our mission forward. We aim to set salaries based on objective, external, high-quality market data. Our salaries are adjusted for candidates in different geographic regions. We do our very best to ensure that we’re bringing our best offer - therefore we do not engage in salary negotiations. <ul> <li>This is a full-time, non-exempt, hourly position. The pay range for this position is $34.30 - $40.36 per hour and is contingent on geographic location. After submitting an application, candidates who move forward in the hiring process are provided with the salary for their geographical location. </li> <li>We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, an Employee Assistance Program (EAP), and currently a 403(b) match option. </li> <li>Flexible PTO</li> <li>Professional development reimbursement funds up to $1,000 per year</li> <li>We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us</li> </ul> The other things you need to know: <ul> <li>This position is remote but requires candidates to reside within one of Reading Partners’ regions: Baltimore, MD, Denver, CO, Charleston, SC, Los Angeles, CA, New York City, NY, North Texas (Dallas and Fort Worth), San Francisco Bay Area, CA, Seattle, WA, Twin Cities, MN, Tulsa, OK, and Washington, D.C. </li> <li> Hours: Work hours are based on East Coast time (9 AM - 5 PM Eastern Time). </li> <li> Travel: This position may be required to travel occasionally to other <a href="https://readingpartners.org/locations/" target="_blank">RP regional office </a>locations across the country. </li> </ul> What’s Next? If you’re interested in joining our Reading Partners team, please submit the following application materials to our online job posting: <ul> <li>A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role. </li> <li>Resume</li> </ul> At Reading Partners we respect and honor the diversity in our workforce, and we are an Equal Opportunity Employer. <h2>Qualifications</h2> About you! You’ll be successful in this role if you have: <ul> <li>Mid-level to advanced experience with Mac and Windows administration and toolset (the Reading Partners environment consists of MacOS, Chromebooks and Windows)</li> <li>2+ years’ experience in IT system administration</li> <li>Experience with service desk tools for managing, tracking and routing issues.</li> <li>Experience with remote support tools</li> <li>Knowledge of system vulnerabilities and security issues of IT-managed systems, with an emphasis on prevention and remediation</li> <li>Boast a deep belief in our mission</li> <li>Demonstrate a commitment to race, equity, diversity, and inclusion in your leadership</li> <li> Display a deep belief in our mission and root your work in our <a href="https://readingpartners.org/about-us/vision-values/" target="_blank">core values</a> </li> <li>Ability to prove eligibility to work legally in the U.S. and that you are at least 18 years of age</li> </ul> Bonus Points if you: <ul> <li>Are an AmeriCorps, Peace Corps, or other national service alum/alumna</li> <li>Have experience working in the launch or growth phases of organizations</li> </ul>

Reading Partners

IT Support Technician

Space is in our DNA. Orbital Sidekick (OSK) has a mission to leverage the untapped power of hyperspectral imagery (HSI) to address global environmental, health, and safety needs while helping companies reach their sustainability goals. Orbital Sidekick is establishing a space-based infrastructure of HSI sensors and analytic capabilities to enable real-time monitoring, detection, and risk management. In this dynamic and highly technical role as an Imagery Support Engineer, you will be a crucial part of our mission to deliver cutting-edge hyperspectral imagery to government and commercial clients. You will provide exceptional technical customer support, ensuring seamless delivery and optimization of our products. By collaborating closely with cross-functional teams, you will contribute to driving customer satisfaction, identifying opportunities for process improvement, and supporting our company's growth.<h3>What You'll Be Doing:</h3> <ul> <li>Understand customer tasking needs and requirements, and develop tasking schemas based on current and future capabilities.</li> <li>Work with payload mission operations to optimize satellite tasking decks for OSK’s constellation.</li> <li>Collaborate with payload mission operations to ensure tasking orders are executed as scheduled.</li> <li>Develop and maintain metrics focused on tasking/collection efficiencies.</li> <li>Provide advanced technical support for hyperspectral imagery products and services, including troubleshooting complex issues and providing solutions.</li> <li>Collaborate with engineering and analytics teams to improve product quality and efficiency.</li> <li>Maximize resource utilization and ensure all deliveries meet client SLAs.</li> <li>Develop and maintain technical documentation and training materials.</li> <li>Perform quality assurance checks on hyperspectral imagery data, ensuring adherence to stringent standards.</li> </ul><h3>Minimum Requirements:</h3> <ul> <li>Bachelor's degree in Geography, GIS, Remote Sensing, or a related field</li> <li>Minimum of 2 years of experience in a technical analytics </li> <li>Ability to work independently as well as collaboratively in a startup environment</li> <li>Proficiency in GIS software (ArcGIS, QGIS) and remote sensing data analysis techniques</li> <li>Working knowledge of Python, GDAL, Jupyter and GitHub</li> <li>Strong analytical and problem-solving skills</li> <li>Excellent verbal and written communication abilities</li> </ul><h3>Standout Candidates Will Have:</h3> <ul> <li>Master's degree in Geography, GIS, Remote Sensing, or a related field</li> <li>Advanced working knowledge of Python, GDAL, Jupyter and GitHub</li> <li>Experience with hyperspectral image processing and analysis</li> <li>Familiarity with the geospatial intelligence industry, especially the US government</li> <li>Sales or business development experience</li> </ul><h3>Benefits of Working at OSK:</h3> <ul> <li>We offer competitive compensation and equity packages</li> <li>Company-sponsored 401K, as well as medical, dental, and vision insurance with 100% premiums covered by OSK for employees and 50% for dependents</li> </ul>ITAR Requirements: U.S. Government space technologies export/ITAR regulations apply here, applicant must be a U.S.citizen or a lawful permanent resident of the U.S., or eligible to obtain the required authorizations from the U.S. Department of State. Orbital Sidekick is committed to building a community where everyone belongs and we invite people from all backgrounds to apply. We are an equal opportunity employer committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, age, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

4 Customer Service Jobs in California