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Customer Success Manager

Vancouver, BC

About the company  

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Digital Service Availability platform prevents IT issues from becoming big business problems.  Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security, and DevOps tools. xMatters is the primary Digital Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.

 

Cool Culture: Why You’ll Love Working Here 

  • Cool new office in downtown Vancouver 
  • Above-market compensation 
  • Personalized environments: Mac lover? Linux hacker? Have at ‘er – all on big screens 
  • Full extended medical benefits, including dental and vision 
  • Training and professional development budget to help advance your career 
  • Strong belief in work/life balance (and we mean it) 
  • Annual health & wellness grant to spend on almost anything to improve your life 
  • Diverse, smart, and talented co-workers 
  • Collaborative, fun work environment, where laughing and learning go together
  • Well-stocked kitchen with snacks, drinks, and ‘beverages’ 
  • Generous employee referral program 
  • Fun days involving go-carting, frisbee golf, pool at the pub, and so on 
  • RRSP Matching 

The Position 

xMatters is looking for a Customer Success Manager who will play the role of a trusted advisor to our large enterprise customers. You’ll utilize your market knowledge, industry expertise, and product knowledge to help customers increase their xMatters adoption rate, gain increasing value from their investments, and identify opportunities for expansion. The ideal candidate will not only be a technical one but also someone who is focused on delighting our customers.  

Your Responsibilities

  • Develop technical and business subject matter expertise in xMatters use cases and products
  • Position the tactical benefits and value proposition of xMatters by connecting value to customer processes to influence the sales cycle;
  • Discuss the value of the xMatters solution in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
  • Coordinate and advise on prototyping of integrated 3rd party systems with the xMatters solution
  • Lead clients through requirement and business value mapping exercises, facilitating workshops, for the end goal of expanding xMatters in the account
  • Communicate regularly with customers/prospects regarding new integrations and features
  • Assist in coordination of Support and escalation issues that may arise with the customers
  • Provide monthly or adhoc system reporting to clients when needed
  • Provide business reviews and updates to clients at a senior level

Your Education, Experience & Skill Sets

  • 2+ years in technical evangelical role. This role can include driving the business through a new methodology (Agile, CI/CD, MIM, NOC SRE, etc); 2) Pre-Sales Engineer/Consultant supporting technical software solution; or 3) Consultant supporting implementation of software solutions within the Dev, DevOps or MIM space
  • Excellent verbal & written communication for both technical and business content at all levels within an organization
  • Strong experience in technical account management for large organizations
  • Strong customer facing capabilities when presented with competitive sales situations and justification for premium pricing scenarios
  • Ability to work independently with a high degree of integrity and accountability
  • Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and, Ops Monitoring processes
  • Bachelor’s degree in IT or other related field

Conditions of employment

  • Agree to acceptable use policy
  • Background check

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