Introduction to blithequark
At blithequark, we are passionate about empowering our customers to achieve their goals through our innovative software solutions. As a leader in the industry, we recognize the importance of delivering exceptional customer experiences and ensuring seamless transitions to our technology. Our Customer Success team plays a vital role in driving customer satisfaction, and we are now seeking an experienced Senior Customer Success Manager – Migration Advisory Specialist to join our team in the APAC region.
About the Role
As a Senior Customer Success Manager – Migration Advisory Specialist at blithequark, you will be responsible for ensuring our customers in the India, ASEAN, Japan, China, and Australia/New Zealand regions achieve their goals with our software and experience smooth and expedited transitions to our technology. This is a true Asia Pacific role, supporting and regularly speaking with Asia Pacific customers and partners. You will be required to be available for customer calls during New Zealand, Australia, China, Japan, ASEAN, and India business hours.
Key Responsibilities
- Customer Onboarding: Ensure new customers receive all necessary information, resources, and training. Confirm internal blithequark setup is complete.
- Customer Migration Support: Guide customers through migrations to blithequark technology with strategic advice and planning, including project planning, discovery and assessment, execution and implementation, and post-migration validation.
- Project Planning: Assist customers in developing detailed project plans, including timelines, resource allocation, and risk management, leveraging blithequark templates and best practices.
- Discovery and Assessment: Support thorough evaluations of existing systems using SAM/ITAM and blithequark Migration Tooling (BMT); provide analysis of reports, document findings comprehensively.
- Execution and Implementation: Help create migration playbooks and strategies for seamless transitions.
- Post-Migration Validation: Share best practices for testing and validation to ensure functionality post-migration.
- Cross-Department Collaboration: Work with Sales, Customer Success, and Support teams to transition customers and provide updates on migration activities.
- Partner Enablement and Support: Train and support Certified Migration Advisory Partners to ensure they are prepared to manage migration activities effectively.
- Technical Advisory and Troubleshooting: Serve as a trusted technical advisor, leading troubleshooting sessions, providing recommendations on best practices, and relaying product feedback to product management.
- Content Development: Create and maintain Migration Advisory resources, including playbooks, guidelines, training materials, and partner certification programs.
- Customer Advocacy: Act as a liaison for customer inquiries and escalations, ensuring timely responses from the appropriate teams within blithequark.
- Customer Intelligence: Monitor key customer interactions and gather data to establish ongoing “risk profiles” for major accounts. Maintain customer intelligence in Jira, Salesforce, and Confluence, ensuring well-organized project boards, tickets, and accurate reporting.
- Event Coordination: Drive attendance of key customers to security reviews and other blithequark-sponsored meetings.
- Operational Excellence: Ensure internal systems reflect up-to-date customer information and maintain high standards of organization for all project-related data.
- Strategic Account Management: Develop strong, long-term relationships with key customers, understanding their evolving needs, and positioning our solutions and support as a strategic, value-added partnership.
Requirements
- Customer Focus: Passionate about delivering positive customer experiences.
- Communication Skills: Strong written and verbal communication abilities.
- Organization: Highly organized, detail-oriented, and process-driven.
- Adaptability: Flexible and effective in a fast-paced, evolving environment.
- Problem-Solving: Skilled at managing multiple tasks and resolving complex issues.
- Technical Coordination: Proficient in coordinating resources across departments.
- Technical Knowledge: Strong understanding of nuanced technical issues with the ability to troubleshoot and advise effectively.
- Regional Expertise: Knowledge of the cultural nuances, business practices, and customer dynamics unique to the APAC region.
Education and Experience
- Degree: Bachelor’s degree in computer science, engineering, or equivalent experience.
- Industry Experience: 10+ years of technical industry experience.
- Customer-Facing Roles: 5+ years in customer-facing technical management.
- Java Expertise: Extensive experience with Java, including legacy technologies (e.g., Applets, Web Start).
- Scripting and Tools: Experience with scripting and familiarity with asset management tools (e.g., Flexera).
- Project Management: Strong project management capabilities.
- Operating Systems: Solid working knowledge of Linux and familiarity with other platforms (e.g., Windows).
- DevOps Knowledge: Understanding of foundational DevOps practices, particularly in configuration management, version control systems, and artifact repositories.
Work Environment and Culture
At blithequark, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to fostering a culture of innovation, collaboration, and continuous learning. As a Senior Customer Success Manager – Migration Advisory Specialist, you will be an integral part of our Customer Success team and will have the opportunity to work closely with cross-functional teams to drive customer satisfaction and growth.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent. Our benefits package includes comprehensive health insurance, retirement savings plans, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and professional development opportunities.
Career Growth Opportunities
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Senior Customer Success Manager – Migration Advisory Specialist, you will have the opportunity to work on complex and challenging projects, develop your technical and leadership skills, and take on new responsibilities as you grow in your role. We also offer a range of training and development programs, including mentorship, coaching, and formal training courses.
Conclusion
If you are a motivated and experienced customer success professional with a passion for delivering exceptional customer experiences and technical expertise in software migration and implementation, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Senior Customer Success Manager – Migration Advisory Specialist, you will play a critical role in driving customer satisfaction and growth in the APAC region, and you will have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences.
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