High Touch Customer Engagement Lead

18 hours ago

Batangas, Calabarzon, Philippines beBeeSuccess Full time $900,000 - $1,200,000
Customer Success Manager

The Customer Success Organization focuses on our most strategic customers, primarily covering Cybersecurity services. 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.

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 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 Cybersecurity technology
  • Deliver an outstanding customer experience to support brand promise of delivering superior cybersecurity outcomes and to 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 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 company are engaged for quick resolution

What You Will Bring:

  • 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
  • Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage
  • Able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
  • Fluent in Mandarin speaking

Our Commitment To You:

We believe in the power of diverse perspectives to fuel innovation. Your unique experiences and skills might be exactly what we need to enhance our team.

What's Great About Us:

  • Remote-first working model making remote work the primary option for most employees
  • 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
  • Global employee sustainability initiatives to reduce environmental footprint

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