Senior Customer Experience Specialist

2 days ago

Caloocan City, National Capital Region, Philippines beBeeCybersecurity Full time $60,000 - $80,000
Customer Success Expert Opportunity

Sophos is seeking a highly skilled and experienced customer success expert to join our team. In this role, you will be responsible for delivering exceptional customer experiences that drive business growth and satisfaction.

About the Role

The Customer Success Organization focuses on our most strategic customers, covering our Cybersecurity as a service offering. As a Senior Customer Success Manager, you will have a portfolio of accounts and serve as an 'on-demand' CSM, leading engagement throughout the customer lifecycle from deployment and adoption through renewal. You will work closely with customers to create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.

Key Responsibilities
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer
  • Establish key relationships within the customer, ensuring regular check-ins to understand and address promptly client needs and concerns
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the customer's lifetime
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and facilitate the cross-sell and up-sell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution
Requirements
  • At least 5 years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus
  • Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
  • Experience of translating customer issues and needs into business or solution requirements
  • Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans
  • Excellent organizational skills and ability to establish milestones and keep project plans on task
  • Able to explain the benefits of different technologies, strong cybersecurity knowledge is an advantage
Benefits

Sophos operates a remote-first working model, making remote work the primary option for most employees. We believe in the power of diverse perspectives to fuel innovation and provide a great sense of fun and team spirit. Our employee-led diversity and inclusion networks build community and provide education and advocacy.

What We Offer
  • Mentorship and career growth opportunities
  • Ongoing training and professional development
  • A dynamic and inclusive work environment
  • Competitive compensation and benefits package
  • Opportunities for flexible working arrangements

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