Job Description :
Customer Success Manager
Location: Burlington, MA (Locals Only)
Duration: Full Time
The perfect person would have experience doing renewals for SaaS, customer facing a must.
The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities. The CSM works closely with our customers alongside Sales, Support, Account Management, Security Consultants, and other Operations and Product Management teams at client to ensure our services are delivered successfully. The CSM reports to the Manager of Customer Success within the Services Organization.
Responsibilities:
Build and maintain strong relationships within assigned accounts.
Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
Educate customers on the use and benefits of the client solutions.
Work closely with client Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.
Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.
Serve as customer advocate while capturing customer''s feedback and reporting requests to Product Management and Engineering.
Prepare, schedule, and conduct quarterly account reviews; maintain accurate record of discussions and action items.
Provide monthly account reporting to management and internal stakeholders.
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers.
Collaborate with Sales team on account strategy, and identify opportunities for selling products and services within accounts.
Bachelor''s degree and 5+ years of experience in customer-facing role
Experience working with senior and executive management
Possess strong written and verbal communication skills with excellent presentation skills
Demonstrated ability and desire to work and excel in fast-paced environment
Excellent multitasking and project management skills
Proficiency to develop and execute strategic plans
Excellent team player and able to work under own initiative
Ability to effectively facilitate and lead cross-functional teams and resources
Knowledge and practical experience in Application Security
Possess SDLC experience with understanding of Internet and web applications
Ability to learn new technologies
Must possess a proven understanding of corporate business world
Strong critical thinking, analytic, and problem solving abilities
Well-organized and with a high attention to detail
Proficiency with MS Office, Salesforce.com, and WebEx
Willingness and ability to travel up to 25%