AppleCare Enterprise Customer Success Manager

Summary

Imagine what you could do here. The people at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

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.

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
• Decisively make high-quality decisions, even when based on incomplete information
• Able to effectively align the interest of multiple and diverse stakeholders
• Willingness to travel to customer locations as needed

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

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 $109,200 and $206,000, 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 seek to promote 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.