Strategic Cybersecurity Business Partner

11 hours ago

Lipa City, Calabarzon, Philippines beBeeCustomerSuccess Full time $100,000 - $120,000
Key Account Manager Role

The Senior Customer Success Manager will focus on strategic customers, covering our cybersecurity as a service offering. The manager will have a portfolio of accounts and lead the engagement throughout the customer lifecycle, from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

Responsibilities and Expectations
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  • Establish key relationships within the customer and ensure regular check-ins to understand and address 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 the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology.
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and facilitate 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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