Customer Success Manager (Cybersecurity)

This is a remote position.

Our client, a leading global IT service provider, is recruiting a Customer Success Manager (Cybersecurity) to join their project in Romania.

Responsibilities: 

• Achieve target net retention rate for your portfolio against quarterly objectives
  

• Advise customers to ensure high user adoption of client by using your familiarity with use cases and best practices
  

• Build strategic relationships with key security leaders and end users of client products
  

• Manage the transition between sales and delivery by facilitating an effective kickoff event and handoff to professional services
  

• Ensure any ongoing training needs are met
  

• Identify risks to churn and orchestrate cross-functionally a proper response
  

• Escalate issues that impact goal realization and surface status with key stakeholders to keep forward momentum
  

• Drive attention to priority support tickets and manage customer expectations around the plan to
  

close tickets in question

• Maintain thorough knowledge of client, its features, and its users
  

• Attend and represent client at select conferences and user groups
  

• Solicit input from customers using NPS and in-depth questionnaires
  

• Influence product design decisions by being familiar with customers’ emerging or unmet product needs
  

• Collaborate with cross-functional teams to provide subject matter expertise as new products and services are rolled out to customers
  

• Enhance team efficiencies through mentoring new hires and improving customer success processes, journey maps, and playbooks
  

• Use internal customer success software to log and plan activity for portfolio management
  

• Execute on a repeatable process to react nimbly and consistently maximize renewal opportunities
  

• Partner with sales representatives to discover, collaborate and close new and add-on business
  

Qualifications:

• Have 5+ years in enterprise software sales, professional services or management consulting experience
  

• Have 3+ years in B2B software customer success roles, demonstrating progressive responsibility with large customers (Fortune 1000)
  

• Cybersecurity, ideally security information and event management (SIEM), a bonus
  

• Collaborative, confident, and credible working at all levels of an organization.
  

•  Have established Trusted Advisor relationships with customers, especially executive stakeholders in a B2B setting
  

• Calm and composed under pressure with the confidence and awareness of when to say, “No” as well as delegate
  

• Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them
  

• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation; works well in collaborative situations and start-up environments
  

• Proven success owning renewal business, passionate about customer success
  

• Solid understanding of security operations strategies and products, ideally security information and event management (SIEM)
  

• Have driven business transformation through effective change management
  

• Have a University Bachelor's degree or equivalent work experience,
  

• Pay attention to detail, solve problems, follow-up in a timely manner, prioritize customer issues effectively, remain optimistic, and manage multiple projects simultaneously
  

• Demonstrate a passion for doing whatever is necessary to ensure customers are delighted and receiving value
  

• Are highly proficient in developing effective presentations (Google Apps a bonus)
  

• Are passionate about technology and a willingness to quickly learn highly technical applications
  

• Are able to quickly grasp complex technical concepts, especially in the cyber security domain, and make them easily understandable verbally, in writing, and in illustrations
  

• Are able to travel up to 25% (when it will be required as example for Training or Launch of Product)