Customer Engagement Manager Details

Customer Engagement Manager

Cloudinary - Santa Clara, CA

Employment Type : Full-Time

Cloudinary is the leading provider of media management solutions, powering the trusted, award-winning visual experiences for many of your favorite brands. Cloudinary is the de facto media platform standard for developers and non-technical brand managers looking to upload, store, transform, manage, and deliver images and videos online. With more than 30 billion assets under our management and 6,500 customers worldwide, we’re always looking for exceptional people to help us reach for the cloud.
Cloudinary is at an exciting stage, rapidly expanding its product offering, entering new market segments, and extending the customer base. We offer a fun, supportive environment in which you will constantly learn and evolve; a place where your ideas will be embraced and pursued. We are proud of our collaborative, and growth-minded work culture, being included in Forbes Cloud top 100 three times in a row and being a multi-time winner of the “best place to work” award as evident by our Glassdoor score.
We are looking for a customer-facing, detail-oriented and organized Customer Engagement Manager who loves people and creative thinking. You’ll be working with our self-service customers all around the globe, helping them optimize their usage and better manage their accounts. You will focus on optimizing Cloudinary's upgrade/downgrade flows, offering support and responding to related customer queries.
If you are passionate about delivering successful customer outcomes and building long term relationships, this is the role for you. You will be part of a team driving change and shaping the end to end customer touchpoints with all Cloudinary functions throughout their lifecycle. Come join our talented Customer Success team!
Responsibilities:

• Provide support for our self-service customers in all account and plan management aspects
• Answer account-related customer queries via the ticketing system
• Proactively reach out to customers based on usage data
• Create analytical reports based on account usage
• Create actionable items from customer feedback and interaction
• Improve work processes and create efficient automation
• Contribute to the pricing definition and efforts of the company
• Work closely with our Customer Support Team
• Work in collaboration with different departments within Cloudinary, such as Finance, R&D, BizDev and Product

About you:

• Provide a professional, high level of service both within the company and externally
• Minimum of 2+ years of customer-facing experience
• Prior experience working in a SaaS global company a plus
• Compassion, ability to understand customers and diffuse complex situations
• Creative and rational mind - able to analyze a situation and find the best resolution
• Highly motivated, and able to work both independently and as a part of a team
• Able to work in a fast-paced environment
• Ability to prioritize workload
• Solid analytical, oral and numerical skills