AppleCare Enterprise Customer Success Manager

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Apple is hiring a Customer Success Manager to join our AppleCare organization to ensure our customers have a best-in-class experience. The CSM focuses on B2B, Fortune 1000 customers and helps the customer understand and use all entitled features and services. The CSM focuses on helping to build long lasting customer relationships through onboarding, mentorship, and advocacy. CSMs facilitate deep usage of Apple's Platforms, Products, and Subscription Services. By focusing on customer satisfaction and retention, the CSM helps grow the business.

Description

The CSM shows dedication to customers throughout the customer journey and will focus on an assigned customer segment. Successful Customer Success Managers help increase customer retention by establishing themselves as trusted advisers to build and maintain customer relationships.

Successful candidates will be: innovative, creative, and have a genuine curiosity in their customers' business. Goal and results oriented, optimistic, value added mindset, proactive and easily adapts to change.","responsibilities":"Curate the customer's service and support experience and assume responsibility for ensuring customers' overall satisfaction and continued adoption.

Represent Apple's Enterprise support products with deep expertise.

Seek to understand a customer's technology infrastructure beyond Apple Install Base.

Capable of facilitating IT Infrastructure reviews as well as proactively identifying trends associated with a customer's engagement at Apple and recommending best practices and methodologies.

Proactively collaborate with other Apple partners to act as an advocate on behalf of the customer and to further facilitate timely, significant, and relevant engagements.

Able to identify dissatisfaction and retention risk.

Preferred Qualifications

Certification in Customer Success

Proficient in collaborative software applications (e.g. Quip, Slack)

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

Aptitude for analysis and creative problem-solving

Ability to align internal resources to meet customer requests and escalations

Extremely organized, and adept at time management

Inspires and motivates peers and fosters cross-functional cooperation

High level of emotional intelligence and empathy in interpersonal interactions

Minimum Qualifications

Bachelor degree, or equivalent experience

8+ years in an Enterprise Customer Success or similar role

Experience working in an environment with the following areas: Mobile Device Management (MDM), Software-as-a-Service (SaaS), Networking Infrastructure, Directory Services, macOS, iOS, iPadOS

Experience with CRM tools (e.g. Salesforce)

Proven proficiency in customer retention, presentation skills, and ability to work independently to drive internal partners to deliver customer success