We are seeking a talented and highly customer-focused member to join the Our client CSM team.
Our Strategic Customer Success Managers (CSM) are critical to our relationships with our customers.
They are responsible for ensuring customers successfully onboard, adopt, and realize the value of Company solutions.
CSMs are highly motivated and skilled customer relationship builders who drive the adoption of our solutions, generate referrals, drive customer loyalty, and secure long-term relationships.
This is all achieved by knowing the customer, designing plans to deliver maximum value, and being consultative in the journey to becoming a trusted advisor.
How will you make an impact?
In this role, you will be managing existing and new customers, focused on improving customer retention, increasing adoption of Company within the customer base, identify expansion opportunities and identifying and escalating customer issues that require remediation.
· Know the customer: Customer business, Executive alignment and AppSec/Dev team, Desired outcomes, maturity assessment and aspirations, challenges.
Lead and coordinate the deployment and adoption of Company products.
Know the Company solution, the AppSec market, and the competition and provide guidance in the day-to-day operations of the platform.
Conduct regular touchpoint sessions to validate that we Know the Customer, review KPIs (Key Performance Indicators), and drive customer awareness of product features and Company services.
Harness all necessary resources to maximize the adoption and realized value of their purchased solutions, identify risk, and mitigate in a timely manner.
Maintain an accurate view of the health of assigned customers using the tools and procedures in Work closely with Product Management, R&D, and Support teams to promote customer requests.
Proactively anticipate customer needs and effectively manage reactive customer requests.
Develop and maintain solid cross-departmental relationships.
Understand the customers internal processes and implementation to drive the adoption of product capabilities and solutions.
What is needed to succeed?
Minimum 3 years of experience in Customer Success Management, Technical Account Management, or Technical Support in a software company Have a solid working knowledge of AppSec and Software Development Lifecycle Methodologies.
Be the primary technical point of contact for customers, providing in-depth knowledge of our application security solutions.
Understand and communicate the technical architecture and integration of our products within customers' environments.
Assist customers with the optimization of our security applications, ensuring best practices are followed.
Troubleshoot and resolve firsthand technical issues, working closely with the product and engineering teams when necessary.
Proficient in English (Verbal and Written) An additional European language is a BONUS!
Ability to connect and build long-lasting relationships with customers through consultative conversations Able to understand and articulate complex technical concepts and be a creative problem solver Ability to manage projects and initiatives with timelines.
Superb verbal and written communication skills Exceptional multi-tasking abilities and organization skills Capable of working independently and as part of a team Ability to adapt to changes and work in a fast-paced environment Detail-oriented able to capture proper information correctly and accurately Strong customer-facing and excellent presentation skills Ability to adapt and effectively use other platforms and solutions as needed Be comfortable consulting on product best practices and suggest alternative views to customers technical approaches based on successful implementations.
Must have a strong bias toward guiding product maturity with customers.
Background in application security, DevOps, or software development Proficiency with Salesforce.com and Gainsight