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Customer Success Manager

Radware · Mahwah, Estados Unidos Da América · Onsite

$100,000.00  -  $140,000.00

  • Professional
  • Escritório em Mahwah
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Radware, a leading provider of best-in-class cloud-based security solutions, helping MSSPs, service providers and enterprises offer and gain the highest possible level of security, is looking for a Customer Success Manager.

In this role, you'll be the main Radware point of contact for your portfolio. This involves actively managing a portfolio of accounts, overseeing the onboarding, maximizing customer adoption, and proactively identifying and mitigating potential churn risks. You'll conduct regular service reviews and support QBRs to assess customer health and satisfaction, and you'll also be tasked with identifying opportunities for cross-selling and upselling to help our customers grow. The ideal candidate will be a customer advocate who can understand their technical needs and customer security requirements of their accounts, ensuring long-term satisfaction with the Radware product suite.

Engagement framework:

  • Once handed over, you will deliver an introductory meeting with the customer and internal stakeholders to determine onboarding milestones and a high-level plan.
  • Ensure customer rolls out quickly and help by mitigating any challenges that come along to delay or stop deployment using internal resources.
  • Reviews with score cards linked to the customers business objectives.
  • Coordinate internal resources to ensure customers’ business needs are met.
  • Manage onboarding and adoption of Radware products
  • Ensure overall satisfaction with Radware to mitigate churn risk
  • Support local teams’ sessions with the customer during incidents.
  • Follow up and log interactions with your customers.
  • Plan and execute upsell and cross-sell activities.

Requirements: 

  • Experience as a CSM or a project manager
  • Experience in maintaining and ARR and NRR
  • Networking and security background - a plus
  • Web Applications Firewall & API security – a plus
  • Experience working with customers directly to identify technical gaps and needs.
  • Excellent presentation & Communication skills
  • Able to build relationships and trust quickly.
  • Able to understand technology.
  • Strong communication, written and verbal skills.
  • Ability to work under high pressure according to processes and procedures.
  • Managed resources in a matrix organization in remote locations.
  • Active listening skills.
  • Preparedness – able to ensure that all areas are considered before engaging with customers.
  • Demonstrate empathy – look through the eyes of others.
  • Self-aware, quick learner, detail-oriented.
  • Flexible Schedule.

Salary Range: $100k-$140k

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