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FireMon · 4 days ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

FireMon is looking for a Customer Success Manager (CSM) to manage large strategic accounts and ensure customer satisfaction and retention. The CSM will drive customer experience, oversee onboarding, and provide ongoing support to maximize the value customers receive from FireMon's products.

AnalyticsInformation TechnologySecuritySoftware

Comp. & Benefits

Responsibilities

Own a set of large strategic accounts and ensure maximum customer satisfaction, high application engagement, customer retention, and champion growth

Own the process of determining the desired outcomes for their customers

Drive time to value by ensuring adoption and measuring the value delivered

Drive customer experience by working to remove friction points along the customer journey

Ensure outcome value is tracked, shared internally and with customers, as well as leveraged to achieve goals

Partner with customers for implementation of operational best practices using FireMon to achieve outcome target metrics that maximize their ROI

Engage customers during acquisition and manage implementation projects to completion while leading customers through onboarding efforts

Support operational readiness, and regularly engage with customers by providing status updates of open Support and Development tickets, Professional Services project tracking, sharing upcoming release dates and trending issues, as well as upgrade recommendations and guidance through early access/beta programs

Align with Sales to begin a relationship with your customers early in their journey with FireMon

Lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey

Set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction

Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end

Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon

Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction

Be the primary interface to manage and resolve critical situations

Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products

Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities

Exceed all performance targets, including maintaining high retention and growth rates

Provide project leadership and organization for customers’ major FireMon project initiatives

Maintain current functional and technical knowledge of the FireMon product line

Document, prioritize and manage competing requests across simultaneous client engagements

Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found

Qualification

Customer ExperienceNetwork SecurityTechnical Project ManagementTechnical Account ManagementBilingual SpanishCommunication SkillsCustomer Relationship ManagementSelf-starterTeamworkProblem Solving

Required

4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent)

Excellent communication and organization skills

Highly motivated self-starter who can work well within teams or individually

The ability to explain technical subjects to non-technical personnel in large enterprises

Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements

Experience maintaining valuable and outcome-based relationships with a diverse customer account base

Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology

Bachelor's degree in relevant field, or equivalent experience

Willingness to travel based on customer and business needs