Customer Success Manager
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Job Description
Customer Success Manager ensuring value from Forcepoint Cyber-Security platform. Managing accounts, aligning customer needs, and facilitating retention and expansion.
Responsibilities:
- Manage a diverse portfolio of customer accounts from signature to renewal.
- Accountable for ensuring customers achieve their desired outcomes and value from their Forcepoint investments by working with Onboarding, Professional Services, Tech Support, and Partners.
- Build and maintain relationships and trust at executive and technical staff levels within customer accounts.
- Partner with Account team, Sales Operations, Executive sponsors, and other key Forcepoint stakeholders to ensure alignment with driving value and retention of customer accounts.
- Monitor customer utilization and health scores.
- Create Success/Action Plans to address at risk accounts.
- Conduct regular customer meetings and account reviews.
- Analyze data to improve customer experience and identify expansion opportunities.
- Comply with Success KPI tracking in tools such as Salesforce, Gainsight.
- Provide quarterly forecast for renewals and expansion opportunities.
- Own renewal opportunities to closure.
- Contract Management and Renewals Negotiations.
Requirements:
- Proven track record of successfully managing and developing accounts is required.
- Experience in managing a set of accounts with responsibility of value creation, retention quota, and identifying expansion opportunities is required.
- Experience working in a Success or Renewals position in a high-tech organization is required, preferably cybersecurity.
- PC literate with knowledge of Salesforce, Gainsight, MS Office applications or similar technologies.
- Self-driven, results-oriented with a positive outlook and a clear focus on high quality and business success.
- A natural forward planner who challenges themselves on their own performance.
- Demonstrable proficiency in communication skills.
- Able to demonstrate success and experience in a customer facing environment.
- Able to work with minimum supervision on key customer facing tasks.
Benefits:
- Unknown
- Unknown
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