Senior Business Development Manager

2 days ago

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

About the Role

We're seeking a Senior Customer Success Manager to join our Customer Success Organization. This role will focus on our most strategic customers, primarily covering our Cybersecurity as a Service offering. You'll manage a portfolio of accounts and lead engagements throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

Responsibilities
  • 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.
  • 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.
  • Must be willing to travel.
Requirements
  • 3+ years' experience in customer success roles; additional experience in customer support, sales, or business development is a plus.
  • Experience dealing with account spends of $80k USD and above.
  • 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.
  • Understanding how organizations measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
  • Solid technical acumen able to explain the benefits of different technologies; strong cybersecurity knowledge is an advantage.

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