Cyber-security Remote- & Homeoffice Jobs in Vereinigten Staaten Von Amerika

Remote Customer Success Manager (Digital)

Swooped · Vereinigte Staaten von Amerika · United States Of America · Remote

Details zum Jobangebot

About The Role

Our client is looking for a few of the very best people in their field to join the A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—startup culture, enterprise-level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.


Ok, so what exactly does the hiring company do?

Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cybercriminals.


The hiring company gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. They have partnerships and integrations with the planet’s leading tech and cybersecurity players. And they’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries, and proven game-changers who are ready to take the company to the next level.


Location

This is a remote position and the hiring company is considering candidates from any major hub in the Pacific or Mountain time zone


Responsibilities:

  • Manage a portfolio of up to 50 SMB accounts throughout their lifecycle with the hiring company.
  • Guide the customer through the implementation phase, leading them to their key success outcomes.
  • Responsible for the overall health and retention of the assigned customers, maximizing customer satisfaction and driving adoption and value for growth and reference-ability.
  • Deliver annual executive-level briefings to each customer, articulating value and aligning with customer objectives.
  • Measure and monitor the customer’s achievement of critical and key performance indicators, reporting both internally to the hiring company's account team and externally to account sponsors and executives.
  • Understand customer product issues to represent the appropriate priority and voice of the customer with the hiring company's product team.
  • Establish a regular monthly cadence with each assigned customer to provide guidance, curate dashboards, review open issues, and communicate program status.
  • Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
  • Maintain current functional and technical knowledge of the hiring company's platform and future products.


Minimum Requirements:

  • 2+ years of experience in a related function with direct customer advocacy and engagement experience in support, post-sales, professional services, or other customer-facing functions.
  • Preferred 2+ years of experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization and working with SMB accounts.


Additional Qualifications:

  • Possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • Strong technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
  • In-depth experience with CRM tools (Gainsight, ChurnZero, ClientSuccess).
  • Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.
  • Ability to manage multiple priorities while delivering consistent outcomes.
  • Prior experience conducting executive-level reports to customers and discussing the pros and cons of implementing various solutions/technologies and their business value.
  • Knowledge of enterprise IT/IoT infrastructures and configuration, including support and security operations. CCNA, Security+, or Network+ certifications are helpful


Salary range

$100,500 - $135,000.00