Customer Success Manager, Chrome Enterprise

Job Description

Google welcomes people with disabilities.

Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from Japan due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We're keeping the situation under review and would adjust our position should the restrictive measures be removed later on.

Qualifications

Minimum qualifications:

• 5 years of experience in technical account management of enterprise customers, technical services consulting, technical sales, customer success.
• Experience in working across cross-functional team and conducting risk-based analysis of events and recommending actions or solutions.
• Ability to speak and write in English and Japanese fluently.
• Ability to travel 30% of the time.

Preferred qualifications:

• Experience in leading hardware based partner management, implementations, operations, or sales.
• Knowledge of Chrome OS and Windows, enterprise management of Chrome Browser/Edge, experience in user directory services (Active Directory), Identity Management (SSO, SAML), and application packaging and deployment (SCCM, Landesk).
• Proven track-record implementing large-scale cloud or device projects in the education or business vertical.
• Knowledge of the browser technology and Google Cloud technologies.
• Knowledge of the competitive landscape in OS and Browser space.

About the job

The Chrome Enterprise Customer Success Team assists our customers in deploying and adopting Chrome OS for various use cases that drive their business. We work cross-functionally with sales, support, product management, and engineering to ensure that our customers are getting value from our product. We serve as product experts to our customers as they look to deploy our product, and we also serve as customer advocates who speak on our customers’ behalf to product/engineering as we raise feature requests and route issue escalations from strategic customers. We also lead initiatives that help customers realize the full potential of their investment in Chrome.

As a Chrome Enterprise Customer Success Manager, you will manage a book of business and own driving license activation, adoption, and expansion opportunities for enterprise customers. You will work closely with field sales representatives to help focus on renewal and promotion goals. You will develop and maintain C-level relationships with customers, helping to shape their strategic vision around technology use in their organizations. You will serve as a customer advocate, helping to push for feature requests and resolve escalations by engaging with product, engineering, channel, support, and developer relations teams. You will serve as a product advocate by presenting to and training customers on how our product can be used to achieve their business goals.

Responsibilities

• Work with sales specialists to manage a book of business comprising enterprise accounts and determine a territory strategy to meet/exceed unit goals.
• Own renewal and promotion goals for existing customers, identification of new use cases and usergourps, and build relationships with technically savvy customer stakeholders up to C-level executives.
• Drive usage and adoption of Chrome OS specifically around device enrollment and new expansion opportunities identified with existing customers and build Chrome Enterprise user community and manage regular community activities.
• Work cross-functionally to troubleshoot and escalate deployment issues as needed for customers and interact with multiple internal teams to make traction on getting issues, feature requests, and drive product satisfication.
• Identify, create, and implement internal process improvements solutions to increase operational efficiency.

Location

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form .

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