Senior Customer Engagement Manager

13 hours ago

Bacoor, Calabarzon, Philippines beBeeSuccess Full time $90,000 - $125,000

Transforming Customer Success is Our Mission

Sophos operates a remote-first working model, making remote work the primary option for most employees.

Customer Success Role Overview

The Senior Customer Success Manager plays a vital role in our organization, focusing on our most strategic customers and covering Cybersecurity as a service offering.

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 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.
  • 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.
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value Sophos' 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 Sophos are engaged for quick resolution.

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