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Customer Success Manager (SLED)



Blue Jeans Network



Irvine, CA, US


At BlueJeans, we’re transforming the way people meet by creating a human connection in every experience. Together, we’re bringing video to everyone, regardless of location or device, including mobile, desktop, or room systems. We work with thousands of companies worldwide to upgrade everyday meetings, large-scale events, and social network broadcasts by replacing traditional web conferencing with face-to-face video communication. All our customers have one trait in common: they understand the benefits to bringing their employees, leaders, and partners closer together. Since 2009, we have raised $175M in funding led by Accel Partners, Battery Ventures, NEA, and Norwest Venture Partners.


The BlueJeans Customer Success team grows long-term profitable customer relationships by making strategic, measurable contributions to customers’ unique business objectives. As a key driver of account enablement, adoption expansion, and end-user engagement, the Customer Success Team is directly impacting BlueJeans rapid growth across the cloud based video collaboration market.

We are looking for a Customer Success Manager to expand our team’s investment in delivering world-class video communications consulting to our SLED (State, Local & Education) customer segment. This person will be located in our Irvine, CA office.

As a critical member of our Customer Success team, you will be responsible for creating and executing video strategy for business and technology leaders primarily at Universities and State Agencies. You will have comprehensive exposure from C-level executives to LOB influencers and decision makers. You will be responsible for building strong relationships and expanding usage of BlueJeans through a consultative business approach. The right candidate will be very strategic, have an analytical mindset, exceptional customer management and business consultancy skills, and the ability to operate effectively in a fast-paced dynamic and technical environment.

Responsibilities include:

Engage with strategic clientele to drive video communication strategy and help maximize business value from BlueJeans enterprise-grade video solutions.
Build and maintain high-level relationships across all lines of business.
Manage and grow a book of business by driving adoption of BlueJeans, ensuring customer retention and cultivating customer delight.
Operate cross-departmentally: represent the voice of the customer internally and create tight partnerships with sales, product and technical support to drive customer’s business goals and continued health.
Contribute to lifetime revenue expansion by identifying and addressing renewal risk and upsell opportunity organically via trusted advisor relationships and the successful delivery on customer’s desired outcomes.

5 years of prior experience in Strategic Management and Cloud Solutions Consulting, Account Management, or Customer Success working with C-levels in SLED.
Experience in Cloud, SaaS, Video or Web Collaboration.
High-level, strategic business acumen. Well-polished strategic, relationship, presentation, written and verbal communication skills. You need to be able to present to CEOs.
Must possess the ability to laugh in the face of disaster, to celebrate the small things in life. Plan to make friends with your customers and colleagues and to enjoy yourself.
Detail oriented. Analytical. High clock speed. Ability to thrive in a high growth startup and juggle many balls at one time.
Innovative and assertive, with the ability to pick up new technologies and assess situations quickly with a huge sense of customer empathy.
Creative problem solver. Team player.
BA/BS degree. MA/ MS/ MBA preferred.

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