Customer Success Manager

2 months ago

Little Ferry, United States NetWrix Full time

Requisition #1568, Customer Success Manager

Join the Winning Netwrix Team

About Us:

We are a highly successful and rapidly growing technology company of over 900 dedicated professionals committed to making a difference in the world of data security. Organizations of all sizes utilize our products to protect their business-critical data and personal information of their customers and employees from cyber-attacks and data breaches.

With over 15 years of expertise in the field, Netwrix continues its market expansion via innovation, rapid organic growth and to-date over 9 key acquisitions. The company is also backed by the leading private equity firm TA Associates.

Netwrix is headquartered in Frisco, Texas, and has regional offices in the U.S., the UK, France, Germany and Pakistan. Due to the pandemic, we have all moved to home offices, and have remained remote ever since.

Due to continued accelerated growth, we are looking for a detail-oriented, creative and strategic

Customer Success Manager

to join our team. Are you an energetic and ambitious individual with a few years work experience and are ready to get your career on the fast-track in a high-growth, tech environment? Working for Netwrix you will have an opportunity to make immediate business impacts while accelerating your personal career journey, surrounded by a positive and motivating team.

What You Will Do:

The

Customer Success Manager

is responsible for ensuring our customers' success and fostering long-lasting relationships. Your main objective will be to understand the unique needs and goals of our customers and proactively provide guidance and solutions to meet and exceed their expectations. You will be the driving force behind customer happiness, retention, and expansion. Customer Obsession:

Put our customers at the heart of everything you do. Actively listen to their feedback, anticipate their needs, and go above and beyond to deliver an exceptional customer experience. Relationship Building : Cultivate strong relationships with key stakeholders throughout our Customer’s organization. Understand their business objectives and challenges to provide tailored solutions. Onboarding and Adoption:

Lead the onboarding process for new customers, act as the main point of contact for all things Netwrix, ensuring smooth adoption of our products throughout the Customer lifecycle. Value Realization:

Work closely with customers to define and measure key performance indicators (KPIs) and success metrics. Track and report on the achievement of desired outcomes to ensure customers realize the full value of our products and services. Customer Health Monitoring:

Continuously monitor customer health and engagement. Proactively identify areas of concern and implement strategies to ensure success. Customer Success Playbooks:

Orchestrate internal resources to deliver right-on-time solutions based on the Customer Health playbook. Bi-Annual Health Check:

Coordinate bi-annual health checks with our Customer and internal technical resources, ensure go forward plan aligns with strategic objectives, drive execution and ensure a regular communication cadence with the Customer. Renewals and Expansion:

Collaborate with the Account and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on customer needs. Customer Advocacy:

Be the voice of the customer within Netwrix. Advocate for customer needs, feedback, and feature requests to drive product improvements and enhancements.

You are a strong fit for this role if you have:

Customer Obsession:

Demonstrated passion for delivering exceptional customer experiences and ensuring customer success. Experience:

3 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar. Outcome Measurement : Proficient in defining key performance indicators (KPIs) and success metrics for customers, tracking their progress, and using data to measure and report on the achievement of desired outcomes. Excellent Communication:

Strong verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders. Empathy and Patience : Empathetic listener with a patient and positive attitude. Able to empathize with customer challenges and provide support accordingly. Problem-Solving Skills : Proven ability to analyze complex situations and provide creative solutions to meet customer needs. Collaborative Team Player:

Ability to work collaboratively with cross-functional teams to ensure customer success. Tech-Savvy:

Familiarity with information security is a plus. Bachelor's Degree : A degree in Business, Marketing, or a related field is preferred. Tools:

Salesforce.com and Microsoft Office Applications. Most importantly , you are intellectually curious and eager to learn about everything (new technologies, industry best practices, customer’s “whys”, etc.).

Why You’ll Love Working at Netwrix:

Unlimited PTO Excellent Health Benefits Paid Parental Leave Wellness Programs (walking challenges, virtual yoga classes, and virtual stretching exercises) Team Orientated and Collaborative Colleagues Casual and Innovative Work Environment Opportunities for Career Advancement Regular Town Halls to Keep You Informed

All Told…We’re a Culture that Truly Cares About our Employees, and Their Voice to Help Us Thrive We welcome people across all different backgrounds and experiences and look forward to hearing from you

Netwrix is an Equal Opportunity Employer

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