Intermediate Customer Success Manager, Secure Access

Intermediate Customer Success Manager, Secure Access

Absolute is a global cyber-security technology company with an office in Vancouver, BC that makes Security work! We help organizations recover and resume normal operations in the face of security breaches. As an Intermediate Customer Success Manager at Absolute, you are front and centre with our customers and their executives, helping them achieve their goals and ensuring value driven engagements. With your passion for technology and a strong customer-focused approach, you work with cutting-edge software to support our customer’s mission-critical applications.

Responsibilities:

• Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute Secure Access product line.
• Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute.
• Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions).
• Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews.
• Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
• Focus on net dollar retention by:
• Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn.
• Uncovering growth opportunities in your portfolio through expansions, upsells and cross sells to provide a rewarding customer experience.
• Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities.
• Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve.
• Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team.
• Collaborate cross-functionally with other internal teams such as Professional Services, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception.
• Protect the security and privacy of Absolute and its customers.

What You Will Need:

• 3+ years Customer Success experience within a SaaS high-tech work environment working with large Enterprise customers – experience with Healthcare, Financial and Professional Services industries a bonus.
• Exceptional ability to communicate and foster positive business relationships.
• Strong aptitude for technology with the ability to explain technical concepts and theories to technical users.
• Team player, that strives to develop win-win situations for customers and colleagues.
• Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level.
• The ability to effectively lead and direct a virtual meeting with a diverse set of attendees.
• Ability to take initiative, own processes and work independently as required.
• Understanding of data-in-transit security, including TLS, IPsec, VPNs, PKI, and certificate management.
• Strong understanding of Windows, macOS, and Linux operating systems, including network stacks.
• Experience with CRM tools such as Salesforce and Gainsight.

Nice to Have:

• Security (CISSP, GIAC, CompTIA Security+, etc.) or networking (CCNA, CompTIA Network+, etc.) certifications.
• Bonus: Experience in Information Security operations.

TheOTE pay range for this position is from $85,000 - $100,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.

Why Work For Us:

You’re resilient and passionate about securing the Work from Anywhere era. So are we. We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Software accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity.

To learn more about Absolute, visit our website at www.absolute.com.