Customer Success Manager

Job description

• Reporting to the Sr Director of Security Operations and Transformation, we are looking for an experienced and effective Customer Success Manager. The primary responsibility of this role is to be the to take the customers though the Security Operations transformation journey. This is a highly visible position, and the right candidate must have excellent communication and interpersonal skills, be able multi-task, prioritize in a fast-paced environment, and work well with all levels within the organization. Prior CSM experience is preferred.

Job Responsibilities

• Account management - Proactively manage client relationships to ensure renewals, reference-ability and facilitate expansion opportunities with sales teams
• Drive Product Adoption & Demonstrate Business Value Drive the adoption of Zimperium s solution within the Customer s user base and assist the Customer to realize the business value
• Product & Domain Expertise - Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This includes basic technical skillset to understand architecture; being able to extract & interpret the underlying business data
• Customer Satisfaction & Risk Management Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations effectively.
• Customer Advocacy - Gather Customer s feedback about products, their use-cases channel them effectively to drive product capabilities.
• Customer Onboarding Assist the Customer with deployment planning, best practices deployment approach and proactive management of risks to facilitate a smooth and agile rollout of the solution

Requirements

• 5 7 years of Security Operations experience, ideally working with SaaS customers to drive adoption of a technical platform or solution.
• 7+ years experience in an enterprise CSM capacity, with 10+ 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 (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
• 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 (i.e., turning escalations into positive experiences based on the quality of our response)
• 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 required
• Proven Technical abilities with SIEM/SOAR solution with additional experience of SOC Operations