Lead Customer Advocate

1 day ago

Antipolo City, Calabarzon, Philippines beBeeSuccess Full time $90,000 - $120,000
About the Role
Sophos is seeking an experienced Customer Success Manager to join their team. This individual will be responsible for managing a portfolio of strategic customer accounts, focusing on our Cybersecurity as a service offering.

This role involves leading engagements throughout the customer lifecycle, from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

  • Create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.
  • 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 Sophos technology.

The ideal candidate will have 3+ years' experience in customer success roles, with a proven track record of driving success with customers. They should possess exceptional communication skills, be able to articulate the specific value Sophos' services are delivering to the customer, and have experience dealing with account spends of $80k USD and above.

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.
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell 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.

The Customer Success Manager will also be responsible for conducting regular business reviews, clearly articulating the specific value Sophos' services are delivering to the customer and progress on specific customer milestones and goals. They will 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.

What You Will Bring:
  • Strong technical acumen to explain the benefits of different technologies and cybersecurity knowledge.
  • 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.
Benefits:
  • A remote-first working model with flexible hours.
  • Opportunities for professional growth and development.
  • A diverse and inclusive work environment.
We're Looking For:
  • Candidates who are passionate about delivering exceptional customer experiences.
  • Individuals with a strong understanding of cybersecurity principles and practices.

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