Customer Success Manager

2 months ago

Baton Rouge, United States TraceSecurity Full time
Job DescriptionJob Description

Job Description

The Customer Success Manager is responsible for managing all aspects of the customer relationship. The CSM is the primary contact for the customer, ensuring high levels of satisfaction and support in a proactive, professional manner to meet customer expectations.

The CSM is responsible for all customer relationship and project management functions, including customer communication, project scheduling, resource planning, and customer satisfaction.

The CSM reports directly to the Director of Customer Success.

Key Responsibilities

Customer Relationship Management/Retention/Growth:

• Build and maintain strong, long-lasting customer relationships.

• Responsible for the satisfaction of the customer throughout the customer experience.

• Serve as the primary point of contact for inquiries and issues.

• Work closely with an Account Executive to nurture account growth opportunities.

Customer Onboarding

• Guide new customers through the onboarding process.

• Provide resources and support to accomplish contracted services

• Proactively identify potential issues and coordinate solutions

Project Management

• Utilize company CRM platforms for project scheduling, scoping,report delivery, and project finalization.

• Monitor project completion using data and metrics.

• Communicate timely and effectively with customer stakeholdersand Security Analysts.

Support and Troubleshooting

• Address and resolve customer issues in a timely and efficient manner

• Oversee Security Analysts’ project tasks and work with Security Directors to resolve project issues.

• Contribute to the Customer Success team, identifying and creating efficiencies and areas for improvement within the organization

Requirements

• Demonstrated project management, organizational, and customer service skills

• Demonstrated team-building and leadership skills

• Ability to manage numerous projects and clients simultaneously

• Ability to multitask and change priorities as needed

• Strong organizational and time management skills

• Strong communication (written and verbal) and interpersonal skills

• Strong investigation, negotiation, and problem-resolving skills

• Bachelor’s Degree

• 3+ years’ experience in project management and customer relationship management

 

 

Company DescriptionTraceSecurity is a leading provider of cybersecurity and compliance solutions that help organizations of all sizes reduce the risk of cyber breaches and demonstrate compliance. TraceSecurity offers a comprehensive portfolio of solutions that allow organizations to manage their information security program and supplement it with third-party validation and testing. TraceSecurity’s suite of information security services includes IT risk assessments and audits, social engineering, penetration testing, and security training.

With market experience that spans over 2,000 customers, TraceSecurity offers the insight, products, professional services and partners to support the security and risk management efforts of organizations of all sizes across all industries.Company DescriptionTraceSecurity is a leading provider of cybersecurity and compliance solutions that help organizations of all sizes reduce the risk of cyber breaches and demonstrate compliance. TraceSecurity offers a comprehensive portfolio of solutions that allow organizations to manage their information security program and supplement it with third-party validation and testing. TraceSecurity’s suite of information security services includes IT risk assessments and audits, social engineering, penetration testing, and security training. \r
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With market experience that spans over 2,000 customers, TraceSecurity offers the insight, products, professional services and partners to support the security and risk management efforts of organizations of all sizes across all industries.

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