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Senior Account Strategist Cybersecurity Solutions

2 weeks ago

Makati City, National Capital Region, Philippines Sophos Group Full time

About Our Company

Sophos is a global leader in the development of advanced security solutions for defeating cyberattacks. The company has acquired Secureworks, bringing together two pioneers that have redefined the cybersecurity industry with innovative, AI-optimized services, technologies, and products. Sophos has become the largest pure-play Managed Detection and Response (MDR) provider, supporting over 28,000 organizations worldwide. In addition to MDR, Sophos offers a comprehensive portfolio of endpoint, network, email, and cloud security solutions that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides market-leading Taegis XDR/MDR, identity threat detection and response, next-gen SIEM capabilities, managed risk, and advisory services. Sophos delivers these solutions through reseller partners, Managed Service Providers (MSPs), and Managed Security Service Providers (MSSPs) globally, defending over 600,000 organizations from cyber threats.

Job Role

The Customer Success Manager (CSM) role is a critical part of the Customer Success Organization, which focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. As a CSM, you will be responsible for managing a portfolio of accounts and serving as an "on-demand" CSM, leading customer engagement throughout their lifecycle. Your goal will be to ensure satisfaction and maximize customer value by creating and implementing success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.

Your Key Responsibilities

  • Account Management: Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  • Relationship Building: Establish key relationships within the customer organization, ensuring regular check-ins to understand and address client needs and concerns.
  • Strategic Planning: 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, and adoption of Sophos technology.
  • Customer Experience: Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and facilitate the cross-sell and upsell of services and products.
  • Analytics and Reporting: Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Business Reviews: Conduct regular business reviews, clearly articulating the specific value Sophos' services are delivering to the customer and progress on specific customer milestones and goals.
  • Process Improvement: Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
  • Travel: Must be willing to travel.