Job Description
Imagine what you could do here. Contribute your expertise to redefining the software that drives businesses around the world with Claris (formerly FileMaker), an Apple company.
Claris is hiring a Customer Success Manager to join our Claris Sales organization to ensure our customers have a best-in-class experience. The CSM focuses on helping to build long lasting customer relationships through onboarding, mentorship, and advocacy and help increase customer retention by establishing themselves as trusted advisers to build and maintain customer relationships. By focusing on customer satisfaction, deployment, and retention, the CSM helps grow the business.
Successful candidates will be innovative, creative, and have a genuine curiosity in their customers' business. They are goal and results oriented, optimistic, have a value-add mindset, are proactive and easily adapt to change.
Description
In this role, you will:
- Engage with new and existing customers, ensuring that they are receiving maximum benefit from the Claris product stack
- Curate the customer’s service and support experience and assume responsibility for ensuring customers' overall satisfaction and continued adoption.
- Seek to understand a customer’s technology infrastructure beyond Claris.
- Facilitate IT Infrastructure reviews as well as proactively identifying trends associated with a customer’s engagement with Claris and recommending best practices and methodologies.
- Proactively collaborate with other the Claris Partner ecosystem to act as an advocate on behalf of the customer and to further facilitate timely, significant, and relevant engagements.
- Identify dissatisfaction and retention risk.
Minimum Qualifications
- 2+ years in an Enterprise Customer Success or Sales Product Support role
- Bachelor’s degree, or equivalent experience, or certification in Customer Success
- Proven proficiency in customer retention, presentation skills, and ability to work independently to drive delivery of customer success
- Proven experience in customer success or related roles (account management, consulting, or solution sales)
- Expertise in solution selling and a deep understanding of consultative sales processes, with a focus on customer needs and business outcomes.
- Experience working cross-functionally with sales, product, and technical teams to drive customer success and inform the product roadmap.
Key Qualifications
Preferred Qualifications
- Experience working in an environment with the following areas is a plus: Claris or FileMaker Product Suite, Software-as-a-Service (SaaS)
- Experience in onboarding customers, effectively communicating product features and support processes
- Exceptional active listening skills, with a keen ability to discern and address customer needs
- Ability to align internal resources to meet customer requests and escalations
- Inspires and motivates peers and fosters cross-functional cooperation
- High level of emotional intelligence and empathy in interpersonal interactions
- Deep understanding of project lifecycles for custom development, including requirements gathering, solution design and implementation, along with knowledge about product customization and integrations. Hands-on experience with FileMaker, Claris Connect, and Claris Studio is a plus.
- Ability to translate complex technical solutions into clear business value propositions for customers
Education & Experience
Additional Requirements
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $93,288 and $140,608, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
In this role, you will:
- Engage with new and existing customers, ensuring that they are receiving maximum benefit from the Claris product stack
- Curate the customer’s service and support experience and assume responsibility for ensuring customers' overall satisfaction and continued adoption.
- Seek to understand a customer’s technology infrastructure beyond Claris.
- Facilitate IT Infrastructure reviews as well as proactively identifying trends associated with a customer’s engagement with Claris and recommending best practices and methodologies.
- Proactively collaborate with other the Claris Partner ecosystem to act as an advocate on behalf of the customer and to further facilitate timely, significant, and relevant engagements.
- Identify dissatisfaction and retention risk.
Job Tags
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