Customer Success Manager at Black Duck

<div class="content-intro"><p>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.</p></div><p></p> <div class="ubHDG Waj3A THa4i pinIo"> <div id="CONV_QIVjVNAbFU=_SUBJECT" class="adPpR mJflQ allowTextSelection"> <div class="MshDW m41se"> <div class="UUCdJ PKstT">&nbsp;</div> </div> </div> </div> <div class="Q8TCC yyYQP owaMailComposeEditorScrollContainer customScrollBar" data-app-section="ItemContainer" data-is-scrollable="true"> <div> <div class="wide-content-host"> <div class="fui-FluentProvider fui-FluentProviderr4kh ___5n94it0 f19n0e5 f3rmtva fgusgyc fk6fouc fkhj508 figsok6 fytdu2e"> <div class="Vm3e5 pinIo"> <div class="uSg02"> <div class="DrnCK"> <div class="HwXOf"> <div class="kcAOr t9ThB" data-testid="RecipientWell"> <div data-tabster="{&quot;mover&quot;:{&quot;cyclic&quot;:false,&quot;direction&quot;:2,&quot;memorizeCurrent&quot;:false}}"> <div id="MSG_gAAnvAH/AAA_TO" class="___sj378o0 fly5x3f f1l02sjl f113hnb5"> <div id="76" class="EditorClass ___18acxwi ftgm304 fr7e4de f1ids18y f1ohdurq f1fa7rqs f10pi13n f1a3p1vp fkhj508 f1hu3pq6 f11qmguv fly5x3f f1g0x7ka fhxju0i f1qch9an f1cnd47f f19f4twv f1tyq0we fz5stix g7toD"><strong data-ogsc="">Customer Success Manager</strong></div> </div> </div> </div> </div> </div> </div> <div data-test-id="mailMessageBodyContainer"> <div class="ulb23 customScrollBar GNqVo allowTextSelection"> <div id="UniqueMessageBody_79" class="BIZfh"> <div class="rps_7ca4"> <div> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)">&nbsp;</div> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)">The Customer Success Manager is a trusted resource to the<strong data-ogsc="">&nbsp;Customer Success &amp; Global Renewals teams</strong>, helping support customer journeys and adoption efforts leveraging a&nbsp;<strong data-ogsc="">digital-first engagement strategy</strong>. 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&nbsp;<strong data-ogsc="">enterprise software deployments</strong>, taking a consultative approach to working with customers and partners and a passion for customer advocacy.</div> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)">&nbsp;</div> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)"><strong data-ogsc="">General Responsibilities</strong></div> <ul> <li data-ogsc="rgb(0, 0, 0)">Support the adoption efforts of&nbsp;<strong data-ogsc="">small and medium sized&nbsp;</strong>customers</li> <li data-ogsc="rgb(0, 0, 0)">Respond to inbound requests for enablement, customer management and support case review.</li> <li data-ogsc="rgb(0, 0, 0)">Interface with Customer Success teams supporting their transactional overhead</li> <li data-ogsc="rgb(0, 0, 0)">Develop basic proficiency with all&nbsp;<strong data-ogsc="">Black Duck solutions</strong></li> <li data-ogsc="rgb(0, 0, 0)">Proactively share feedback from the customer with professional services, product management, technical support, and sales teams</li> <li data-ogsc="rgb(0, 0, 0)">Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives</li> <li data-ogsc="rgb(0, 0, 0)">Maintain and manage customer databases</li> <li data-ogsc="rgb(0, 0, 0)">Maintain strong customer retention rates aligned with corporate goals</li> <li data-ogsc="rgb(0, 0, 0)">Partner with Sales by identifying new business opportunities for expanding the footprint</li> <li data-ogsc="rgb(0, 0, 0)">Orchestrate and schedule digital adoption campaigns to customer contacts at the appropriate stage of the customer journey.</li> </ul> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)"><strong data-ogsc="">Qualifications and Experience</strong></div> <ul> <li data-ogsc="rgb(0, 0, 0)">4+ year’s<strong data-ogsc="">&nbsp;account management, customer success or technical support experience in enterprise software</strong></li> <li data-ogsc="rgb(0, 0, 0)">Understanding of the&nbsp;<strong data-ogsc="">software development lifecycle, application security</strong>&nbsp;and/or related field</li> <li data-ogsc="rgb(0, 0, 0)">Proven skill with juggling multiple account management activities at a time while maintaining strong attention to detail</li> <li data-ogsc="rgb(0, 0, 0)">Excellent verbal and written communication and virtual presentation skills</li> <li data-ogsc="rgb(0, 0, 0)">Ability to work independently and to collaborate effectively across functions.</li> <li data-ogsc="rgb(0, 0, 0)"> <div class="x_elementToProof" data-ogsc="">Fluency in Korean or Japanese languages is a plus (but not mandatory)</div> </li> </ul> <div class="x_elementToProof" data-ogsc="rgb(0, 0, 0)"><strong data-ogsc="">Education and Certifications</strong></div> <ul> <li data-ogsc="rgb(0, 0, 0)">Bachelors' degree in a related field</li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div><div class="content-conclusion"><p><em>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.</em></p></div>