Customer Success Manager | Taiwan - Datong District

仕事内容

Who We Are

Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people enjoy in their personal lives to the workplace. Jamf’s cloud software is the only solution of scale that automates Mac, iPad, iPhone and Apple TV deployment, management and security. We help organizations, businesses, hospitals, schools and government agencies, connect, manage and protect Apple products without ever having to touch the device— anytime, anywhere.

We are a group of curious, self-starters with a passion for helping people make sense of technology - freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe. Every person is encouraged to be their whole selves both inside and outside of Jamf. We have over 2,000 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers.

Remote work allowed for this role. Jamf operates as a choice-based office model. Our spaces were designed as our employees use them, for community, collaboration, and amenities you can’t find elsewhere. Choose an assigned desk, a shared desk, or work anywhere you work best. Jamf thrives where you do.

What You’ll Do At Jamf

At Jamf, we empower people to be their best selves and do their best work. The Customer Success Manager (CSM) position works within the Customer Success Department and operates in the Account Owner role supporting multiple Jamf Products. They are responsible for customer engagement, adoption, and retention. They work closely with many internal Jamf roles to ensure overall customer satisfaction of their accounts. High customer engagement is attained through periodic check-ins, outreaches, and building of customer rapport. These interactions are customized to their accounts focusing on customer outcomes & impact. This role requires a detailed understanding of Jamf products, customer environments, and common technical workflows. This role is an advocate for the customer inside Jamf and must collaborate with other departments to help achieve their customer’s goals.

Responsibilities

• Manage customer satisfaction of owned accounts through exceptional service and attention to detail to ensure retention
• Work with customers via phone and email to understand critical goals, challenges, and key performance indicators
• Nurture and help customers navigate end goals to ensure success with Apple and Jamf
• Identify and facilitate opportunities for customer growth and engagement with Jamf
• Advocate customer needs/issues cross-departmentally
• Understand and promote the value of Jamf products and services to customers
• Execute Objection handling to ensure retention of as risk customers
• Establish and maintain a trusted advisor relationship with owned accounts
• Offer Jamf best practices based on the customers environment and desired end state
• Assistance in training and mentoring fellow employees in Customer Success roles
• Ability to identify gaps in processes and convey those findings to management
• Other duties and special projects as assigned
• 2 year / Associates Degree, or higher (Preferred)
• A combination of relevant experience and education may be considered
• Preferred Certifications/Licensures: Jamf 100, Jamf 200
• Fluency in written and verbal English, as well as native level of Mandarin are required (working knowledge of Korean language would be a nice-to-have, but not required)
• Proven ability to communicate technical topics to both technical and non-technical audiences (Required)
• 1+ years of experience in a Customer Service role (Required)
• Experience working with SalesForce.com (or alternative CRM platform) (Preferred)
• 2+ years of experience with customer interaction in an online or email setting (Preferred)
• Experience with macOS, iOS, and tvOS (Preferred)
• Effective communicator, with great interpersonal and organizational skills
• Strong Customer Service Skills
• Ability to communicate complex technical terms in an easy to understand, non-technical manner
• Ability to interact effectively with co-workers in a result driven culture
• Ability to create great business relationships with customers
• Ability to de-escalate situations to ensure customer satisfaction
• Good Listening Skills
• Ability to engage with and establish trust and rapport with all levels of customers and employees
• Ability to work independently and as part of a team
• Ability to multi-task and prioritize duties
• Good attention to detail
  

How We Help You Reach Your Best Potential

• Recently named a Best Workplace in Technology, Fortune Magazine 2021.
• We know that big ideas can come from anyone, so we empower everyone to make an impact. Our more than 90% employee retention rate agrees!
• You will have the opportunity to make a real and meaningful impact for more than 50,000 global customers with the best Apple device management solution in the world.
• We put people over profits - which is why our customers keep coming back to us.
• Our volunteer time off allows employees to support and give back to our communities.
• We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
• 23 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
• Over 100,000 Jamf Nation users, the largest online IT community in the world.
  

You Are The Right Kind Of Jamf If

You go above and beyond for others, you are genuine and willing to help, always. You support the team around you, you don’t point fingers or pass blame. You value different perspectives, in how you work and how you learn. You are naturally inquisitive, like to create and be creative. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You are someone who just wants to do the right thing.

Why Jamf?

Let your individuality shine at Jamf! All voices are critical to the innovative and collaborative work that we do to propel Jamf to be a leader of equality and fairness in the workplace. In the spirit of our values of selflessness and relentless self-improvement, we seek to learn, engage and grow, so that all of our Jamfs feel comfortable being their truest selves at work. We are actively working every day to get better; along with our Inclusion & Diversity Director, our Employee Resource Groups help empower employees to make real, actionable differences at Jamf. Our commitment on becoming a more inclusive and diverse work force is never done,

Our mission is simple; we help organizations succeed with Apple. We put people first, we focus on the human before we focus on the technology. We are just good people that have it at their core to do what’s right - for our customers, our employees and our communities.

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