Sr. Customer Success Manager

5 - 7 years experience  •  Technology

Salary depends on experience
Posted on 07/03/18
Shawnee, KS
5 - 7 years experience
Technology
Salary depends on experience
Posted on 07/03/18

Customer First Approach

  • Establish an ongoing cadence of communication with each customer, in their language, on all required levels (technical users to the executive buyer)
  • Build and execute strategic success plans to manage the customer's journey from on-boarding to operational maturity
  • Drive customer health and business alignment through the identification and achievement of customer goals and objectives
  • Facilitate and manage ongoing customer activities and touch points; cadence calls, site visits, technical and executive briefings and business reviews
  • Highlight and measure customer value driven through all facets of the customer journey and provide feedback to management regarding customer health and related activities 

Passionate Curiosity

  • Enumerate customer organizations to:
    • Build new relationships and drive product adoption and expansion
    • Understand current security programs are future program roadmaps
    • Identify current technology stacks and understand future technology needs
  • Establish and maintain a technical, hands-on proficiency with RiskIQ product set
  • Collaborate with peers and customers to identify and drive the buildout and documentation of leading product implementation and usage practices
  • Collaborate with cross-functional teams to design and develop programmatic solutions based on customer requirements using the RiskIQ Platform
  • Provide clear and constructive product feedback (voice of the customer) to RiskIQ Product Management and Engineering teams
  • Passion to work at a fast-paced and maturing start-up 

Get your hands dirty and take responsibility

  • As familiarity is gained within the RiskIQ platform, function as a front-line product expert, focusing on leading practices and use-cases and enabling user self-sufficiency
  • Ongoing support of new and renewal Sales functions within existing accounts
  • Exceptional follow-through; able to establish and maintain trust and credibility with customers by consistently managing their success in a thoughtful and timely manner. 
  • Able to manage and drive simultaneous and competing customer requests

Candidate Background and Experience

  • 5+ years of product management, highly-engaged customer success management, consulting or technical pre/post sales account management experience (cybersecurityexperience is a plus)
  • Excellent communication skills at all levels of a customer organization; ability to talk effectively to both a technical and non-technical audience
  • Excellent written and presentation skills
  • Comfortable operating within and supporting technology sales cycles
  • Ability to travel when required (up to 20%)
  • Nice to haves:
    • Strong technical skills, preferable in the web application or cybersecurity space (vulnerability scanning, threat intelligence, incident response , IT/security operations)
    • Strong knowledge of Fortune 1000 markets and an understanding of how to navigate large customers
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