Senior Customer Success Manager
Company: Trellix
Location: Honolulu
Posted on: April 24, 2024
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Job Description:
Job Title:
Senior Customer Success Manager
Role Overview:
The Senior Customer Success Manager is responsible for driving
customer loyalty, adoption, and implementation of Trellix
Solutions. This dynamic and customer centric individual must be
comfortable consulting with large customer accounts with the
ability to articulate the value of Trellix solutions and services.
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, retention and renewals
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:
7+ years of customer engagement and account management experience
in a SaaS solutions company and/or an enterprise
software/Cybersecurity industry is desirable.
As a trusted advisor, you are experienced in successfully working
with a portfolio of large enterprise and major clients leading to
adoption, expansion, and renewals of our dynamic products.
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
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.
Base Pay Range: $130-145k 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.
New CSM role focused on health and adoption for joint
Trellix/Mandiant customers
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.
Keywords: Trellix, Honolulu , Senior Customer Success Manager, Executive , Honolulu, Hawaii
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