Customer Success Manager Job in Netenrich Inc.

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