Vaga de Customer Success Manager

The Offer Opportunity within a company with a solid track record of performance Leadership Role Join a market leader within Consulting The Job Job description: Lead client's product onboarding experience, adoption, and expansion across a range of relationships Be the customers guide through the entire post-sales journey, and advocate in influencing product roadmap and improvements Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption - consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software and/or hardware, and when to engage additional *** services Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams Coach customers on how to establish and implement their Network Security change management, governance, the center of excellence programs Identify and escalate risks and issues to the customer and Support team to achieve client success Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support Identify risks to customers subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team Monitor key performance metrics like customer satisfaction, renewal rate*** product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team. This and other deliverables might require travelling to customers' sites (nationally or internationally) regularly, potentially up to 30% of the time Internal collaboration with other services teams Travel to customer premises whenever required by the business (expected c.ca 20% travel time) The Profile Pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales/services experience Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity Experience in or ability to work with technical support and/or professional services within the high-tech industry Experience with a SaaS solutions company and/or an enterprise software company Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers - Preferably holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results Ability to identify key customer stakeholders to engage and build relationships without direct supervision Ability to influence teams across the organization to achieve desired customer outcomes Passionate about driving and tracking a consistent engagement process with all supported customers Ability to multi-task and work in a dynamic environment to address emerging security risks and challenges Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms Preferred Knowledge of Networking Knowledge of CyberSecurity Network Security is preferred Knowledge of heterogeneous environments used by enterprise customers Positive, growth-oriented mindset Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity Fluent in English, Portuguese and Spanish to effectively liaise with the stakeholders of the region. The Employer Our client is a specialist Information Technology consulting solutions provider. Our client teams enable our client IT and Business organizations to keep abreast of rapid changes in their industry and technology sectors.