Strategic Account Manager

7 days ago

Rizal, Philippines beBeeCustomerSuccess Full time ₱4,500 - ₱6,000

Sophos is seeking an experienced Customer Success Manager to drive growth and profitability through exceptional customer relationships.

Job Description

The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Senior Customer Success Manager 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 Sophos product and services.

This role requires someone with strong analytical skills, excellent communication abilities, and a passion for building long-lasting relationships. As a trusted advisor, you will work closely with senior executives in large organizations to understand their business needs and develop strategic account plans that drive revenue and growth.

Key Responsibilities
  1. Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  2. Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.
  3. Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
  4. 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.
  5. 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.
  6. 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 an advantage.
What We Offer

We operate a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit. Employee-led diversity and inclusion networks that build community and provide education and advocacy. Annual charity and fundraising initiatives and volunteer days for employees to support local communities.

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