Customer Success Manager

Position Overview

The Customer Success Manager is responsible for ensuring the success of a portfolio of Security Innovation’s customers. The Customer Success Manager will bring Security Innovation’s best ideas, innovations, and capabilities to customers and match these to the customers’ business goals, driving greater business value and executive alignment between SI and the customer. As a Customer Success Manager, you will be a trusted advisor to some of our largest customers, orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics, and Feature Usage. The end result is increased customer satisfaction, retention, and expansion of SI’s footprint.

Responsibilities

  • Ensure the customer derives maximum value from their investment in Security Innovation, identify new and growth opportunities, and collaborate with sales teams to ensure usage attainment, expansion, and renewal
  • Act as the primary liaison for the customer throughout their tenure
  • Ensure customers are leveraging all available products and services
  • Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives
  • Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Center of Excellence programs
  • Identify risks to the customer achieving business goals and work on mitigation
  • Serve as a customer advocate in driving industry best practices and the evolution of the Security Innovation product and platform functionality, courses and administrative services integral to the customer’s success
  • Contribute thought leadership and best practices around business transformation
  • Have a foundational understanding of the customer’s sales cycle, including the renewal process. Assist customers through the contract renewal cycle and support the renewals process to minimize customer attrition.
  • Partner with customers in developing their strategic direction
  • Build and maintain both global and local relationships internally and with customers
  • Work in a highly collaborative and passionate team environment
  • Develop deep technical and/or strategic advisory skills

Minimum Qualifications

  • BA/BS degree or equivalent experience
  • Minimum 5 years relevant work experience
  • Strong knowledge of business processes (Sales, Marketing, Service, Support) and business applications
  • Foundational understating and experience using Salesforce and Microsoft suite
  • Executive‐level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
  • Ability to prioritize, multi‐task, and perform effectively under pressure
  • Highly detail‐oriented and organized

Preferred Qualifications

  • Experience with account portfolio planning and prioritization
  • Credible and effective C‐level advisor and coach, especially around change management (cultural, technical and business)
  • Proven effectiveness at leading and facilitating executive meetings and workshops
  • Flexibility for travel (approx 20%)
Apply for this Position

Please email your resume to jobs@securityinnovation.com for consideration.