Customer Success Manager

Customer Success Manager

Requirements

• 4-year college degree in a business area, technical area or equivalent
• 4 + years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
• Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results
• Proven ability to influence colleagues and customers to act in high impact situations
• Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
• Current knowledge of cybersecurity solutions and productivity suites
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team
• Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
• Evidence of pristine documentation, executive communications, white papers, etc.
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• Ability to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
• Ability to work independently, ability to adapt quickly, positive attitude
• Travel: Minimal to light travel (25%+)

Responsibilities

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. Secure approval from your customers’ decision makers on the CSP’s content and timeline.
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

Preferred Qualifications

No preferred qualifications provided.