As part of our fast growing pace, we are currently looking for a
SeniorCustomer Success Manager. The candidate for this role will manage post-sale Customer relationships including building customer relationships, managing renewals, facilitating expansion opportunities, driving solution adoption & business value, managing escalations and achieving Customer delight. The role requires a blend of strong Customer management experience with a strong technical background.
LOCATION: Washington D.C.
RESPONSIBILITIES:
- Account management - Proactively manage client relationships to ensure renewals, referenceability and facilitate expansion opportunities with sales teams
>- Public Sector Focus - Manage a strategic portfolio consisting of Federal Civilian/Defense agencies and State, Local, and Education (SLED) entities
>- Drive Product Adoption & Demonstrate Business Value - Drive the adoption of Zimperium's solution within the Customer's user base and assist the Customer to realize the business value
>- Product & Domain Expertise - Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This includes basic technical skillset to understand architecture; being able to extract & interpret the underlying business data
>- Customer Satisfaction & Risk Management - Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations
>- Customer Advocacy - Gather Customer's feedback about products, their use-cases channel them effectively to drive product capabilities
>- Customer Onboarding - Assist the Customer with deployment planning, best practices deployment approach and proactive management of risks to facilitate a smooth and agile rollout of the solution
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QUALIFICATIONS:- B.S. in Computer Science or an equivalent engineering degree
>- 10+ years of experience working with Enterprise software solutions, startup experience desirable
>- 5+ yrs experience in customer success roles, preferably with security companies, managing portfolio of large enterprise and/or Federal customers
>- Self-motivated, strong problem-solving skills with good business acumen. Domain expertise in Mobility & Security is highly desirable
>- Ability to travel
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ADDITIONAL RESPONSIBILITIES- Collaborate effectively with internal teams - Work closely with Engineering and Product teams in different time zones to address customer issues
>- Roll up your sleeves - Learn everything about the product and how its deployed to ensure you can have in-depth quality conversations with the customer
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