Customer Success Manager
Trouvé dans: Talent FR C2 - il y a 2 semaines
Description
The role of the Customer Success Manager (CSM) is to work with Varonis most strategic clients to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. The Customer Success Manager will work with business leaders to understand their needs and map Varonis best practices to customer business requirements. In addition, the role requires the ability to develop and coordinate cross-functional teams and to ensure a successful transition from deployment through ongoing operations. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.
Responsibilities
• Manage a portfolio of Enterprise level customer accounts to foster long-term business relationships that achieve early value for our customers and ensure timely renewals and revenue growth for Varonis.
• Navigate complex, matrix organizations and identify key stakeholders, develop, and own strategic client
relationships to deepen commitment to the solution at the right level.
• Develop effective Success Plans based on customers’ business objectives, priorities and use cases and deliver them through proactive customer service and a high level of ownership that ensures timely renewals, high adoption of the platform, and revenue growth.
• Take a lead in the organizing and running of customer-facing sessions and interactions such as Quarterly Business Reviews, Best practice sessions, Executive Briefings, office hours, regular touch points and reviews, etc.
• Proactively identify and mitigate any risks to renewals and long-term relationships with customers.
• Act as the first point of contact and escalation point for the customer and internal teams and drive resolutions and escalations in a timely, proactive manner.
• Monitor customer health and value confirmation by tracking product usage, and customer satisfaction and by collecting and encouraging customer feedback.
• Communicate the status of assigned accounts to all relevant parties within Varonis on a need- to-know-basis.
• Act as a customer's voice and represent their needs and priorities with cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing, and Customer Support.
• Conduct regular on and off-site meetings to understand customers' business requirements.
• Assist with the development of technical educational, marketing, and sales material in support of customer success.
Skills, Experience, and other requirements
• Minimum of 4 years of customer-facing experience in a services role preferably with a software vendor
• 3 years of experience in SaaS customer success and retention roles
• Prior experience in software delivery is a must; Experience in the security space is a strong plus
• Track record of delivering results above expectations with enterprise-level customers
• Great understanding of stakeholder management and ownership and a track record of applying it in the work context
• Excellent executive-level communication and presentation skills
• Demonstrable empathy with customers with a clear understanding of the value and a strong sense of urgency when servicing customers’ needs
• Strong project management skills
• Ability to develop strong product/technology/industry knowledge
• Willingness to travel within North America
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