Blackduck21d ago

Customer Success Manager

India·Bangaloremid

EngineeringCustomer Success ManagerApplication EngineerCustomer

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Quick Summary

Overview

Key Responsibilities

Partner with the Training Content Developer to translate complex technical concepts into clear, engaging training materials, including videos, labs, and documentation.

Requirements Summary

4+ years of experience working as a developer, support engineer, sales engineer or related field Knowledge of two or more: Java, C#, C/C++, JavaScript, Node, AngularJS, PHP, Ruby etc.

Technical Tools

EngineeringCustomer Success ManagerApplication EngineerCustomer

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Customer Success Manager

The Customer Success Manager is a trusted resource to the Customer Success & Global Renewals teams, helping support customer journeys and adoption efforts leveraging a digital-first engagement strategy. You will leverage your strong customer management, technical and business acumen to ensure you achieve the required customer renewal targets for your book of business. The ideal candidate will have experience in supporting enterprise software deployments, taking a consultative approach to working with customers and partners and a passion for customer advocacy.

General Responsibilities

Support the adoption efforts of small and medium sized customers
Respond to inbound requests for enablement, customer management and support case review.
Interface with Customer Success teams supporting their transactional overhead
Develop basic proficiency with all Black Duck solutions
Proactively share feedback from the customer with professional services, product management, technical support, and sales teams
Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
Maintain and manage customer databases
Maintain strong customer retention rates aligned with corporate goals
Partner with Sales by identifying new business opportunities for expanding the footprint
Orchestrate and schedule digital adoption campaigns to customer contacts at the appropriate stage of the customer journey.

Qualifications and Experience

4+ year’s account management, customer success or technical support experience in enterprise software
Understanding of the software development lifecycle, application security and/or related field
Proven skill with juggling multiple account management activities at a time while maintaining strong attention to detail
Excellent verbal and written communication and virtual presentation skills
Ability to work independently and to collaborate effectively across functions.
Fluency in Korean or Japanese languages is a plus (but not mandatory)

Education and Certifications

Bachelors' degree in a related field

Black Duck is an equal opportunity employer. We consider all applicants for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, disability, sexual orientation, veteran or military service status, or any other characteristic protected by applicable law. Black Duck complies with all applicable laws prohibiting employment discrimination in every jurisdiction where it operates and provides reasonable accommodations to individuals with disabilities in accordance with applicable law.