Role Summary
As a Senior Customer Success Consultant for our MDR team, you are a critical part of our customers’ adoption of Sophos’ Managed Detection and Response (MDR) service.
You will act as a point of contact, establishing relationships to facilitate efficient onboarding, implementation of MDR components, and real-time support and strategy.
You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services, you will support ongoing adoption and strategy to ensure your customers understand and maximise value from their investment in Sophos MDR.
Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.
Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology.
Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products
Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution
Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
Must be willing to travel
5+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
Experience of translating customer issues and needs into business or solution requirements.
Ability to be seen as a trusted advisor to senior executives in large organisations and be able to build strategic account plans.
Excellent organisational skills and ability to establish milestones and keep project plans on task.
Understanding how organisations measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage
Solid technical acumen, able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage.
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