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Customer Success Manager
hace 2 meses
The Customer Success Manager (CSM) plays a pivotal role in driving customer loyalty and adoption of Trellix Solutions. Reporting to the Director of Customer Success, this individual will consult with enterprise customer employees across various levels, from system administrators to Chief Security Officers (CSOs). The CSM will articulate the value of Trellix solutions and services, inspiring the use of Trellix solutions, services, educational offerings, and premium support.
Key Responsibilities- Lead customer liaison for top-revenue accounts, attending one-on-one meetings with representatives of strategic accounts.
- Develop trusted adviser relationships with customer partners and executive sponsors to understand customer strategies, technical environments, and success measurements.
- Oversee post-sales activity to create recognizable benefits for Trellix's top customers.
- Demonstrate product knowledge, plan, and work on the Customer Success Plan (CSP) to ensure broad adoption of Trellix solutions.
- Lead account reviews with clients to ensure usage of Trellix technologies and maintain communication on updates/new features.
- Anticipate and monitor at-risk accounts, ensuring concerns are managed.
- Ensure a smooth client experience as they work with several Trellix roles.
- Act as the customer's voice, providing feedback to Trellix teams on how to better serve customers.
- Identify risks to customers achieving their goals and work with the account team to build a risk mitigation plan.
- Manage internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and improving opportunities, preparing and qualifying Trellix team members for customer meetings, and performing employee mentoring.
We're seeking a seasoned Customer Success Manager with 5+ years of experience in this field. The ideal candidate will have a strong desire for action, a willingness to jump in and roll up their sleeves, and an enthusiastic approach to connecting customers with an understanding of their needs and ensuring they realize the full value of our products.
The successful candidate will excel in developing deep customer relationships, managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction. They will be able to build valuable and outcome-based relationships with a diverse customer account base, deploy technology or support services with large enterprise or global customers, and support customers in Spain.
Fluent Spanish speaker along with English is a must. We're serious about our commitment to diversity and inclusion, and we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status.
