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Customer Success Manager (Korean Speaking)

San Francisco, CA, US
On-site

Joyent is seeking a Customer Success Manager (CSM) to work in our office in San Francisco. The Joyent CSM is a seasoned, passionate, ambitious, customer facing, technically astute IT professional with a strong focus on customer success. Ability to nurture respectful working relationships with customer(s) to obtain trusted advisor status. Ability to work with the customer to demonstrate product capability and to ensure issues and challenges are fully understood by all stakeholders with the context of existing product functionality. Ability to organize, maintain and present critical customer metrics and status, and to work robustly with internal teams to ensure progress on customer impacting tasks is in-line with customers expectations. Willing and able to demonstrate product functionality and convey how the Joyent product/service offerings will bring success to the customers business outcome(s).

A successful candidate will be a self-starter but also team player. You will be the customer advocate within Joyent providing oversight, management and up to date status reports for all projects, requests and issues. You will act as the the single point of contact through which the customer channels future project plans and escalations. You will drive the Joyent teams to deliver on customer requirements and expectations in line with the customers business needs and you will proactively report all changes in status for all requests.

This is a demanding role that will require flexibility in working hours to ensure overlap with globally distributed customers. You will be San Francisco office based, typically working 10am to 7pm (or later) Pacific Time. Up to 25% travel could be required, including international travel.

You must be fluent in written and spoken Korean language.

Responsibilities

  • Act as the primary point of contact for assigned customer escalations and non-support related requests.
  • Develop, accurately maintain, and present comprehensive status reports both internally with Joyent and externally to customer.
  • Take responsibility for driving through the implementation and resolution of all customers requests and remain on top of all issues at all times - Monitor all customer incidents, changes and service requests to confirm the customers needs are being met. Work with teams throughout Joyent to push issues to resolution as needed.
  • Establish and maintain positive customer relationships. Strive to be the customer's trusted advisor. Always follow up on actions or opportunities arising.
  • Work with customers to understand their business and technical needs to ensure that the customer is completely satisfied with Joyent – the company, products & services
  • Perform regular cadence of touch points with each customer accurately capturing meeting content. Relay Joyent news, ensure best practice is being employed, provide tribal knowledge feedback where appropriate and identify up/cross selling opportunities
  • Maintain and evolve internal feedback channels with intelligence harvested during cadence calls. This includes meeting notes, management reports/dashboards and the provision of periodical internal calls with departments such as product management and sales.
  • Must be available to travel throughout the business week.

About You

  • Multiple years of experience in a customer facing role such as Account Manager, professional consulting services, solutions architect, or pre-sales roles.
  • Recent experience in the cloud hosting and/or cloud platforms space.
  • Excellent interpersonal, verbal and written communication skills that traverse from executive to technical levels. Ability to adapt delivery style based on the audience.
  • Must be able to convey customer requirements to others inside and outside departmental boundaries.
  • Ability to work in a team environment with exceptional organization and time management skills

About Joyent

Joyent, a wholly-owned subsidiary of Samsung, is the open cloud company. With its Triton Kubernetes services and support, Joyent helps its customers build and operate modern cloud native applications across multiple clouds. Joyent’s Triton Private Regions provide low cost, dedicated cloud infrastructure that gives its customers the ability to own their data and control their cloud costs.

To apply, please submit a brief introduction, a copy of your resume, and a link to your Github or LinkedIn profile to jobs@joyent.com with Customer Success Manager in the subject. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

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