Customer Success Manager

Impervia   •  

Redwood City, CA

Industry: Technology

  •  

5 - 7 years

Posted 37 days ago

Responsibilities

  • Quarterback on-boarding projects for all Imperva products and services ensuring their successful deployment and configuration
  • During on-boarding process, provide training, develop account plan and ensure success of customer adoption.
  • On an ongoing basis, work closely with Support teams, Engineering, and Sales to advocate customer needs and drive product usage
  • On a periodic basis, partner with customers to review services, manage escalation, prepare and conduct accounts’ business reviews, ensure that customers have leveraged all relevant features and identify growth opportunities
  • Represent the voice of the customer across Imperva, managing customer surveys, sharing insights and customer stories, and defining feature requests.
  • Maintain in-depth understanding of company technology, products, and services.

Qualifications

  • 5+ years’ work experience in a customer-facing customer success, Technical Account Manager or Sales Engineer role within the web/network/information industry - IT Security and SaaS companies is an advantage
  • Technical knowledge of and hands-on experience with HTTP, DNS, SSL, Web Applications, load balancers, web optimization and ideally proxies and firewalls is a plus
  • Awareness and understanding of data and application protection regulations is a plus
  • Excellent communication skills, ability to build strong customer relationships and develop “trusted advisor” status
  • Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment
  • Ability to effectively coordinate multiple clients and internal stakeholders
  • Ability to travel occasionally as needed.