LIFERAY INC.

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Customer Success Specialist

at LIFERAY INC.

Posted: 10/2/2019
Job Reference #: opcPafwk
Categories: Customer Service
Keywords: customer

Job Description

About You and this Role

As a Customer Success Specialist (CSS), your focus will be to engage with our customers to increase their product adoption, drive retention, and to mitigate churn. The CSS role presents the ideal opportunity to further develop your account management skill set as you work to ensure the success of our client portfolio.

You will proactively collaborate with multiple departments to orchestrate the delivery and optimization of our products and services while driving results. A strong work ethic, great communication skills, and high levels of empathy are paramount to this position.

We are looking for someone to lend their experience to grow the Customer Success team.


Key Objectives

  • Manage the post-sales relationship with Liferay customers
  • Develop customer success plans, identifying business goals and success measures, and driving achievement of key milestones.
  • Serve as a customer's trusted advisor, lead delivery of all customer inquiries, non-commercial account needs, and escalations.
  • Maintain an up-to-date knowledge of the Liferay suite of products and frequent releases by working cross functionally and across departments
  • Work to identify and/or develop upsell opportunities
  • Develop videos and written use cases based on experiences gained during customer engagements.
  • Present and demo at with customers as well as at industry and Liferay events.
  • Meet defined regional, individual, and team-based Customer Success team targets
  • This position is based in our Los Angeles office though there maybe occasional travel for client onsites (~5-10%)

Required Qualifications

  • Minimum 3 years of proven customer success, sales and/or consulting experience
  • Excellent organization, project management, and time management skills
  • Superior verbal and written communication skills
  • Exhibit exceptional interpersonal skills and professionalism
  • Ability to thrive in a global distributed organization across various time zones
  • Willingness to travel occasionally on a flexible schedule, based on customer location. Estimated travel is 5-10%
  • Meet defined regional, individual, and team-based Customer Success team targets
  • Bachelor's degree

About Liferay

Liferay is a uniquely profitable open source software company with 850+ fiery-eyed employees scattered across the known world. Our flagship product is Liferay Digital Experience Platform which companies like HP, Barclays, and Coach use to build great web experiences for their customers and employees. Along with making cool software, we have a greater-than-profit vision that fuels us. We give employees 5 days paid off to volunteer at charities they’re excited about and we donate a portion of our profits to various charities around the world each year. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run.