Key Account Strategist

The Customer Success Organization focuses on our most strategic customers, primarily covering cybersecurity services. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an 'on-demand' CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional products and services.

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. Sophos provides industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through its platform. Secureworks provides innovative market-leading services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other everyday and state-sponsored cybercrimes.

The role manages 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 lifetime of the customer. Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer's business to achieve high levels of customer satisfaction, engagement, adoption of technology.

Deliver an outstanding customer experience to support brand promise of delivering superior cybersecurity outcomes and facilitate cross-sell and up-sell of services and products. Monitor customer analytics and KPIs to reinforce value of customer solution and identify areas to improve customer experience and optimize the solution. Conduct regular business reviews, clearly articulating specific value services are delivering to the customer and progress on specific customer milestones and goals. Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.

Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within organization are engaged for quick resolution. Work within wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

This is a full-time position. Required skills and qualifications include:

• 3+ years' experience in customer success roles, additional experience in customer support, sales, or business development.
• Experience dealing with account spends of $80k USD and above.
• 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.

We operate a remote-first working model, with remote work as primary option for most employees. While remote-first, applicants must have legal authorization to work in jurisdiction where position is posted, without requiring employer sponsorship.

We're proud of diverse and inclusive environment we have at Sophos, and committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds better Sophos, so we encourage applicants who can contribute to diversity of our team.