Vaga de Customer Success Manager
1 vaga: | Publicada em 03/07
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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.