Austin TX
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Job Description / Summary : The Customer Success Manager maintains a long-term relationship with SpyCloud's customers to gain an understanding of the customer's organization, overall impact on their business from online fraud, added business drivers, and their key product / service needs.
This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle.
Some experience in developing and maintaining client relationships is required.
Primary Responsibilities :
- Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
- Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals.
- Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout.
- Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products / services.
- Identify up sell opportunities based on needs of the customer or new production rollouts.
- Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption.
- Inform and report account status up to VP, Customer Success.
Key Qualifications and Requirements :
- Self starter with drive to succeed.
- Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s).
- Superior active listening skills are required.
- Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
- Excellent analytical capabilities to breakdown complex tasks into executable and measurable steps.
- Creative problem solver, able to accomplish goals through a variety of processes and tools.
- Capability of talking to and staying abreast of technical developments at SpyCloud.
- Ability to deal with complex customer relationships.
Highly Desired Skills :
- 3-5 years of Customer Success Management experience in a client facing role.
- Familiarity with Software as a Service (SaaS) solutions.
- Cyber security and ATO prevention experience a plus.
Education :
- BA / BS / Undergraduate.
- Competency with Microsoft's suite of business products.
- Salesforce and Zendesk experience is a plus.
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