Strategic Customer Value Manager
2 days ago
The role of a Senior Customer Success Manager revolves around ensuring the satisfaction and maximization of value for strategic customers. This involves a portfolio of accounts, as well as serving as an on-demand CSM, leading customer engagement throughout their lifecycle from deployment and adoption to renewal.
This position focuses on our most valuable customers, primarily covering our cybersecurity offerings. The Senior Customer Success Manager will have a detailed understanding of customer needs, create success plans, and identify opportunities for additional Sophos products and services.
Key Responsibilities:">- Manage key accounts and maintain strong relationships with clients to ensure regular check-ins and address any concerns promptly.
- Develop and leverage relationships with key buyers and influencers in customer accounts.
- Partner with customers to build joint success plans, maintaining a deep understanding of their business goals and requirements.
- Deliver exceptional customer experiences to support the company's brand promise and facilitate cross-selling and upselling of services and products.
- Monitor customer analytics and KPIs to reinforce the value of the solution and identify areas for improvement.
- Conduct regular business reviews to clearly articulate the specific value delivered to customers and progress toward milestones and goals.
- Coordinate activities across associated roles to ensure smooth handoffs and optimal customer experience.
- Drive 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, ensuring prompt resolution through collaboration with internal teams.
- At least 5 years' experience in customer success roles, with additional experience in customer support, sales, or business development highly valued.
- Strong communication skills and ability to foster positive business relationships, with comfort in being accountable for driving customer success.
- Experience translating customer needs into business requirements and identifying opportunities for growth.
- Ability to be seen as a trusted advisor to senior executives and develop strategic account plans.
- Excellent organizational skills and ability to establish milestones and project plans.
- Understanding of how organizations measure value and drive revenue through recurring revenue models and renewal processes.
- Able to explain the benefits of different technologies and possess strong cybersecurity knowledge.
- Fluent Mandarin speaking required.
We operate a remote-first working model, providing flexibility and work-life balance. Our diverse and inclusive environment values equality of opportunity and encourages applicants from all backgrounds.
We believe in the power of diverse perspectives to fuel innovation and welcome unique experiences and skills that can enhance our team.
Our people are our strength, and we offer a range of benefits and initiatives that promote employee wellbeing, sustainability, and community involvement.
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