Netwrix Corporation · 14 hours ago

Customer Success Manager

United States

Contract

Remote

Mid Level

3+ years exp

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Responsibilities

Customer Obsession: Put our customers at the heart of everything you do. Actively listen to their feedback, anticipate their needs, and go above and beyond to deliver an exceptional customer experience.

Relationship Building: Cultivate strong relationships with key stakeholders throughout our Customer’s organization. Understand their business objectives and challenges to provide tailored solutions.

Onboarding and Adoption: Lead the onboarding process for new customers, act as the main point of contact for all things Netwrix, ensuring smooth adoption of our products throughout the Customer lifecycle.

Value Realization: Work closely with customers to define and measure key performance indicators (KPIs) and success metrics. Track and report on the achievement of desired outcomes to ensure customers realize the full value of our products and services.

Customer Health Monitoring: Continuously monitor customer health and engagement. Proactively identify areas of concern and implement strategies to ensure success.

Customer Success Playbooks: Orchestrate internal resources to deliver right-on-time solutions based on the Customer Health playbook.

Bi-Annual Health Check: Coordinate bi-annual health checks with our Customer and internal technical resources, ensure go forward plan aligns with strategic objectives, drive execution and ensure a regular communication cadence with the Customer.

Renewals and Expansion: Collaborate with the Account and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on customer needs.

Customer Advocacy: Be the voice of the customer within Netwrix. Advocate for customer needs, feedback, and feature requests to drive product improvements and enhancements.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessKey Performance IndicatorsAccount ManagementSalesforce.comInformation SecurityMicrosoft Office

Required

Demonstrated passion for delivering exceptional customer experiences and ensuring customer success.

3 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar.

Proficient in defining key performance indicators (KPIs) and success metrics for customers, tracking their progress, and using data to measure and report on the achievement of desired outcomes.

Strong verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders.

Empathetic listener with a patient and positive attitude. Able to empathize with customer challenges and provide support accordingly.

Proven ability to analyze complex situations and provide creative solutions to meet customer needs.

Ability to work collaboratively with cross-functional teams to ensure customer success.

Familiarity with information security is a plus.

A degree in Business, Marketing, or a related field is preferred.

Salesforce.com and Microsoft Office Applications.