Senior Manager - Customer Success - IT (6-9 yrs)

Title: Senior Customer Success Manager

Role Description:

- Real Customer Success comes from the heart.

- You have the best customer management and business consultancy skills around.

- You're passionate about engaging your customers and expanding their use cases.

- You have impeccable relational skills and can create win/win environments for all parties that you work with.

- If this is you we would love you to be on-board and nurture our customers! In conjunction with stellar technology and process, the Customer Success Manager will drive long term success and adoption as the primary interface to the customer.

Responsibilities:

- Deliver outstanding experiences that drive strong retention of accounts leading to renewals, account expansions and referenceable customers.

- Own relationship with assigned clients, which includes: Increasing adoption, managing risks, ensuring retention, customer delight and business growth.

- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

- Educate customers on value derived.

- Work with customers to articulate desired business outcomes.

- Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk and metrics needed to achieve them.

- Execute and track the customer success plan to fulfilment of outcomes.

- Work with cross-functional teams to own and ensure customer deployments are completed quickly and efficiently

- Identify and/or develop upsell and cross-sell opportunities.

- Own customer escalations and lliase with internal teams to get it resolved on priority.

- Be the customer's advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.

- Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.

- Promote a customer-centric mindset across the organization and align initiatives across crossfunctional teams

- Drive QBR/EBR/MBR's.

- May involve short term travel within India.

- May require working in client time-zones (for US/Europe clients) for an extended period of time.

Desired Candidate Profile:

- The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.

- 6-9 years of overall experience in Customer Success and/or Delivery roles (presales/solutioning/delivery management or customer account management)

- Experience working in a Customer Success role in a Cybersecurity/Network technologies/SaaS/Hitech/Deeptech organizations.

- Experience working with customers in India/US /ME geographies including government entities.

- Experienced at account management & growth through farming.

- Experienced at leading presentations and discussions with customer's senior management teams

- Ability to internalize the product offerings and discuss solutions, benefits and trade-offs with the customers.

- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.

- Highly energetic, with a passion for helping customers achieve expected business outcomes

- Self-started, self-motivated, flexible and results driven

- Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must

Qualifications:

1. Bachelor's degree from Top institutes. MBA preferred

2. Excellent organization and project management capability

3. Experience implementing/using Customer Success management tools (CSM tools) e.g. ChurnZero/Zapscale/Salesforce/Gainsight etc.

4. Experience with CRM's like Salesforce/Zoho/Hubspot etc.

Preferred knowledge/skills:

1. Experience in Cybersecurity/Cryptography solutions and understanding of network fundamentals.

2. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.

3. Formal certifications related to Cybersecurity and/or Network technologies would be a plus