Strategic Customer Success Manager

Customer Relationship Management Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers, including customer security and resiliency needs. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders, incorporating a focus on security and resiliency and enabling team to drive security-focused conversations. Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. …

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