Senior Customer Success Manager

Senior Customer Success Manager

08 Nov 2024
Washington, Olympia, 98501 Olympia USA

Senior Customer Success Manager

Job Title: Senior Customer Success ManagerAbout Trellix: Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at   https://trellix.com . Role Overview: The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings, and support. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal.Company Overview:Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .What You Will Do:

In this role you a have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Trellix’s growth and success.

As the lead customer liaison for strategic accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success.

You will build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions.

Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion and opportunities.

You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.

Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive feature adoption to maximize time to value and return on investment.

Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering.

The cross-functional nature of this role provides a deeper understanding of all aspects of the business.

Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed.

About You:

5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus

Ability to travel > 30% of the time

Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products.

Managed Renewals directly & proactively and owned the full customer renewal cycle from expiry to closure.

Strong customer orientation with the ability to manage complex projects and conflicting requirements.

Outstanding communication skills and ability to collaborate cross functionally

You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services

Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base

University degree or equivalent experience

Company Benefits:We work hard to embrace diversity and inclusion and encourage everyone at Trellix to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Pension and Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Base Pay Range: $110,000 - $160,000. Actual base pay within this range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy.

Support for Community Involvement

We're serious about our commitment to diversity, which is why Trellix prohibits 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.

Company Benefits and Perks: We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

We're serious about our commitment to diversity which is why 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.

Related jobs

  • Manager, Customer Service QA

  • Job Description

  • Job Description

  • Customer Success is not only a function or a team at Thomson Reuters, but also our reason for doing business. We measure our success based on that of the prioritization of our customer needs and goals. The relationship that we create with our customers determines the future benefits for both, the customer, and our company. The Legal Software Customer Success Executive (CSE) will be responsible for customers within Tracker and HighQ specialized product lines, as they acquire their book of business. The CSE is assigned a book of business by and will be responsible for the development of customers knowledge on their suite of offerings. The CSE will manage these customers to drive performance towards Thomson Reuters\' strategic objectives and retention goals. This will require the management of multiple projects and strong business acumen to remove obstacles interfering with growth and retention of customers. Remote based position About the Role: In this opportunity as a Customer Success Executive, you will: Understand \"what success looks like\" for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time Tracking customer health - Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed Growing value - Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base Key Deliverables Develop relationships and optimize enterprise customer accounts Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption) Forecast monthly renewal and growth targets Reporting on market and competitor activities Presentations across internal meetings with other company functions necessary to perform duties and aid business development Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed About You: You\'re a fit for the role of Customer Success Executive if you have: 8+ years of professional experience, with a minimum of 3 years\' experience in client management 4-year college degree required, master\'s degree or equivalent preferred Experience in Gainsight and Salesforce, a plus Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus Experience working in and around cloud software solutions and cloud delivery models Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solve #LI-TK1 What\'s in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Wellbeing: Comprehensive benefit pl

  • Job Number 24181138

  • Req ID: 429092

  • Senior Manager, ITSM Process - 2406217712W

Job Details

Jocancy Online Job Portal by jobSearchi.