Senior Customer Success Manager

What We Need

NetBrain is looking for a Customer Success Manager with a strong background in this function specifically for Enterprise IT solutions. This person should have excellent interpersonal and communication skills, as well as the ability to multitask and learn complex technology.

The Impact You’ll Make

In this role you will be working with some of the largest enterprise customers across a wide range of verticals to drive product adoption and outcomes. Your work will lead to renewals, expansion, advocacy and general customer satisfaction across these key accounts. You will be a trusted partner, leading customers post implementation with a focus on end-use adoption, communicating ROI to them as they maximize their use of NetBrain. You will work closely with a variety of internal functions, including the Sales, Support, Service and Product Management Teams.

What You’ll Do

1. Create customer-facing QBR templates and new go-to-market documentation.
2. Build email campaign templates that are tied to new features and new platform capabilities.
3. Incorporate feedback to improve efficacy of external communications.
4. Work closely with RVPs from the Sales team and collaborate on renewals and upsells of our key/largest accounts.
5. Responsible for customer lifecycle post-implementation. Coordinate communication to support the success and usage of the customer.
6. Establish a trusted advisor relationship which spans both technical expertise and strategic account management.
7. Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
8. Prepare, schedule, and conduct monthly/quarterly account reviews with customers to ensure their ongoing success.
9. Work closely with NetBrain Support and other Services teams to ensure a consistently positive customer experience by providing oversight and management for issues and initiatives.

Who You Are

1. You are passionate about Customer Success, seeking to achieve extraordinary results through creative problem solving.
2. 6+ years of experience in Customer Success, Management consulting, Account Management or a similar client facing role.
3. A bonus if you have previously worked in a Technical role, technical Support, Engineering background, but have developed more into a balance of business Acumen and technical background.
4. Strong written and verbal communication skills and a high “EQ”.
5. Solid understanding of Networking fundamentals; worked with multiple network vendors, Cisco, Juniper, Palo Alto, Arista, Fortinet, Public Cloud.
6. Ability to multitask in a fast-paced environment with high attention to detail.
7. You have a track record of career growth, consistently meeting and exceeding goals while increasing responsibilities.
8. Candidates will work remote with 10-20% travel requirement for customer and internal meetings.

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