As a Senior Customer Success Manager, you will create and sustain happy, referenceable customers that realize full value from the platform and partnership. You will establish and nurture stakeholder relationships, align on value objectives and results, and act as the customer's trusted advisor. Your responsibilities will include value realization, product knowledge, relationship building, account success planning, and cross-functional collaboration.
Requirements
- 5+ years experience in a CSM capacity, with 6+ yrs. experience in an enterprise SaaS product support environment
- Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience
- Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
- Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues
- Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
- Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
- Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Previous experience with Internet and networking technologies and products, including email security products
- Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
- Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience
Benefits
- Bonus
- Restricted stock units (RSUs)
- Benefits
Originally posted on Himalayas
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