Description:
The Customer Success Manager is responsible for the day to day management of assigned customer accounts. This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals.
What You’ll Do
- Be the client advocate and product specialist for assigned customers
- Develop and implement scalable methods for communicating best practices to customers
- Identify at-risk accounts, and take appropriate action and/or escalate as needed
- Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training
- Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health, and communicate results with regional sales team, support and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Review client requests with technical support, product management and regional sales team and escalate as necessary
- Schedule and conduct regular reviews with customers and communicate results
- Develop, prepare, and nurture customers for advocacy
- Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc.
What You’ll Bring
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Knowledgeable in privilege access management and cybersecurity best practices
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc. is a big plus
- Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
- Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
- Excellent verbal and written communication skills