Manager, Customer Success Management NAM West

Location: Flex Austin (in office Tues & Weds)

Job Description:

The Manager, Customer Success Management is responsible for designing, developing, implementing, and improving the customer experience as well as overseeing the renewals process. This role involves leadership, mentoring, and performance management of the Customer Success Management (CSM) Team. Working with the senior leadership of the CSM Organization, the Manager will ensure their team achieves the goals of customer satisfaction, drive team development, achieving desired outcomes of customers, and maintain a high level of service across all customer interactions. Additionally, the Manager will act as a key contributor within the Sales Management Team, focusing on customer retention and revenue growth.  This position will cover territories in NAM West.

Essential Functions:

• Ensuring customer satisfaction is always a priority.

• Establish and track KPIs associated with this goal.

• Develop and communicate expectations and expected levels of service required by our customers.

• Establish consistency in service and culture across departments, develop policies and procedures for enhancing and fixing products, and manage personnel issues.

• Make recommendations concerning departmental needs to meet expected growth and long-term strategic plans, creating a positive workplace with opportunities for the team.

• Train and mentor team members in their career development.

• Accurately prioritize and relay customers' needs within Engineering, Product Management, Sales, and Technical Support.

• Act as an escalation point for customer issues, defining, communicating, and managing resolution plans, and collaborating with Delivery Teams to ensure proper resources are added to escalations.

• Provide professional leadership, focusing on monitoring activity, performance, and customer satisfaction.

• Coach and mentor the team, ensuring their ongoing development is progressing.

• Be commercially aware of key industry developments and market trends.

• Act as a key contributor within the Sales Management Team.

• Use a consultative approach to educate end users and reseller partners, provide timely follow-up, closure, and tracking of all identified opportunities.

• Provide weekly business pipeline reports/forecasts for all business developed.

• Interface with end users and reseller partners to support the closure of revenue opportunities.

• Work closely with sales operations/administration.

• Efficiently engage with sales resources, SE, Channel, Solutions Sales Specialists, and Executives as required.

• Perform other duties and projects as assigned.

Education and Experience:

• Bachelor’s degree or equivalent experience.

• 3-5 years management experience managing teams in Technical Account Management, Customer Success or Renewals.

• Minimum 3 years working in a technology company, cybersecurity experience preferred.

• Proven track record in mentoring, motivating and appraising staff who are motivated to achieve results.

• Successful track record in delivering to defined revenue/margin targets.

Soft Skills:

• Strong written and oral communication skills.

• Self-starter and proactive leader willing to display initiative with common sense.

• Results-driven and committed to ‘outcomes rather than output’.

• Team-focused, with the ability to gain the personal support of others.

• Capable of developing empathy and rapport internally with staff and with customers and partners.

• Strong work ethic and commitment to quality and customer service.

• Excellent negotiation and problem-solving skills.

Forcepoint is committed to fair and equitable compensation practices. The salary range and variable compensation for this role is 130,000.00 - 150,000.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint’s total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits 

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.