Customer Success Manager

This
position is for individuals who possess the ability to identify multiple
solutions to the same problem and can help in decision making while working in
a super-agile environment. Seclore is a place where innovation is nurtured. We
continuously push the boundaries of innovation and find new ways to add value
to customers and stakeholders. We are proud to be recognized as "Great
Place to Work" five times in a row.

Job
Description

The
Customer Success Manager will work with a portfolio of our largest and most
strategic customers. In this senior level role, you are responsible for
ensuring that assigned customers achieve their expected business outcomes with
Seclore solutions resulting in customer retention and account growth. You will
build long-term trusting relationships with these customers and ensure that
they realize full value from their investment with Seclore. Your focus will be
to make every customer in your portfolio wildly successful resulting in
referenceable customers who maintain long-term loyalty to Seclore.

In
addition to acting as a trusted advisor to customers, you will be a customer
advocate, often functioning as a liaison between our customers and internal
Seclore teams. You will ensure that needs and/or requirements considered
critical to the success of these customers are communicated and driven
throughout the Seclore organization.

Primary Responsibilities

1. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
2. Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.
3. Responsible for leading discovery sessions with IT and business users to understand the new use cases / client's business objectives and system/application needs.
4. With excellent understanding of Seclore's product features and related technologies, design the solution that best meets the client's requirements.
5. Proactively create documentary artifacts like business cases, usage scenarios, solution blueprints, FAQs, meeting notes, etc.
6. Support the various internal customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the project.
7. Become an expert on the customer’s Seclore deployment and their trusted advisor for their strategic business direction.
8. Present the Seclore value proposition and product features to audiences ranging from senior executives to technical stakeholders to functional teams.
9. Educate customers on the value they can generate from the power of their Seclore solution. Ensure customers employ best practices and their Seclore solution is optimized for maximum value. Build and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companies.
10. Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience.
11. Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to develop and execute on account plans that result in customer references, retention and account growth.
12. Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship.
13. As the customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed.
14. Gather customer product feedback and communicate with product management to shape product roadmap development.
15. Work with the customer team to achieve timely contract renewals and opportunities for upsell/cross-sell.
16. CSM should be able to build and nurture a team in the future.

Required Skills/Experience

1. 7+ years of experience in handling end-to-end customer relationships, preferably in the SaaS industry.
2. Leading deployment of software business applications or providing strategic advisory services and account management services or previous customer success management.
3. Proven track record of successfully managing customer relationships and delivering results. Strong consulting background.
4. Proven ability to build and maintain strong and trusting relationships with a diverse set of internal and external constituencies including senior level executives, IT/InfoSec and functional teams. Proven ability to build and sell business cases to customer teams.