Netwrix
Customer Success Manager
- Compensation
- Not disclosed
- Location
- Remote (United States)
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- Customer success
- Posted
Skills
Must have
- Customer Centric: Demonstrated passion for delivering exceptional customer experiences and ensuring customer success.
- Experience: 3 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar in or adjacent to the CyberSecurity industry.
- Outcome Measurement: Proficient in defining key performance indicators (KPIs) and success metrics for Customers, tracking their progress, and using data to measure and report on the achievement of des
- Excellent Communication: Strong verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders.
- Empathy and Patience: Empathetic listener with a patient and positive attitude. Able to empathize with customer challenges and provide support accordingly.
- Problem-Solving Skills: Proven ability to analyze complex situations and provide creative solutions to meet customer needs.
- Collaborative Team Player: Ability to work collaboratively with cross-functional teams to ensure customer success.
- Tech-Savvy: Familiarity with information security is a plus.
- Bachelor's Degree: A degree in Business, Marketing, or a related field is preferred. • Tools: Salesforce.com and Microsoft Office Applications.
- Most importantly, you are intellectually curious and eager to learn about everything (new technologies, industry best practices, Customer’s “whys”, etc.).
Full description
Position Overview
Due to continued accelerated growth, we are looking for a detail-oriented, creative and strategic Customer Success Manager to join our team. Working for Netwrix you will have an opportunity to make immediate business impacts while accelerating your personal career journey, surrounded by a positive and motivating team.
The Customer Success Manager is responsible for ensuring our customers' success and fostering long-lasting relationships. Your main objective will be to understand the unique needs and goals of our customers and proactively provide guidance and solutions to meet and exceed their expectations. You will be the driving force behind customer happiness, retention, and expansion.
Responsibilities
- Customer Centric Focus: Put our customers at the heart of everything you do. Actively listen to their feedback, re-confirm their needs, and go above and beyond to deliver an exceptional customer experience.
- Relationship Building: Cultivate strong relationships with key stakeholders throughout our Customer’s organization. Understand their business objectives and challenges to provide tailored solutions that will meet their desired outcomes
- Onboarding and Adoption: Lead the onboarding process for new customers, act as the main point of contact for all things Netwrix, ensuring smooth adoption of our products throughout the Customer lifecycle.
- Value Realization: Work closely with customers to define and measure key performance indicators (KPIs) and success metrics. Track and report on the achievement of desired outcomes to ensure customers realize the full value of our products and services.
- Customer Health Monitoring: Continuously monitor customer health and engagement. Proactively identify areas of concern and implement strategies to ensure success.
- Bi-Annual Health Check: Coordinate bi-annual health checks with our Customers and internal technical resources, ensure go forward plan aligns with strategic objectives, drive execution and ensure a regular communication cadence with the Customer.
- Renewals and Expansion: Collaborate with the Account and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on customer needs.
- Customer Advocacy: Be the voice of the customer within Netwrix. Advocate for customer needs, feedback, and feature requests to drive product improvements and enhancements.
Qualifications
- Customer Centric: Demonstrated passion for delivering exceptional customer experiences and ensuring customer success.
- Experience: 3 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar in or adjacent to the CyberSecurity industry.
- Outcome Measurement: Proficient in defining key performance indicators (KPIs) and success metrics for Customers, tracking their progress, and using data to measure and report on the achievement of desired outcomes.