Senior Customer Success Manager

2 months ago

Lisbon, United States Cloudflare Inc Full time

Location: Lisbon or London About the Department Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do You will be working in a team of fellow Customer Success Managers that look after a pool of thousands of Enterprise customers, and are responsible for ensuring their success by managing their adoption during the post-sale experiences.

You will bring strong relationship-building experience, product knowledge, project management, process improvements and organisational skills, as well as a high degree of empathy to ensure the customers’ satisfaction with Cloudflare’s services.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of the pool of customers; this is driven through demonstrating the value the products and services provide to the customer’s business mostly via 1:many engagements: office hours, workshops and webinars.

Customer responsibilities:

You will be responsible for ensuring the success of a portfolio of Cloudflare’s contracted customers and managing all of their post-sale experiences. This includes being an escalation point for support issues and directing customer questions. It is imperative that you manage your time effectively to ensure that you are working on high priority items.

From a commercial perspective, you will be responsible for the success of your customers in your book of business. You will be highly organised, data driven, and able to manage a large portfolio of customers.

Additional responsibilities will include:

Build relationships with customers and internal stakeholders

Manage the customer life cycle after contract signature

Create, design, improve and deploy processes for our pooled team

Demonstrate a high degree of empathy for customer requests

Utilise data to uncover potential risks as well as expansion opportunities for customers

Work cross-functionally with multiple departments to resolve customer business challenges and work towards their stated goals

Ability to escalate appropriately and efficiently.

Communicate customer feedback and product needs to appropriate internal teams

Continuous learning on Cloudflare’s offering as well as soft skills

Co-building collateral material for customers

Being strategic: leverage 1:many and 1:1 engagements depending on the context

Examples of desirable skills, knowledge and experience

Fluent in Swedish, Norwegian or Danish is a must

Strong communication skills in English (verbal and written)

7 years experience in related field, preferably in cybersecurity

Bachelor's degree required - Marketing / Business / IT orientation preferred

Demonstrable organisational skills

Experience working directly with customers in a B2B environment

Basic understanding of computer networking and “how the internet works.”

Natural curiousity to learn about the cloud security industry

Experience with account portfolio planning and prioritisation, including Salesforce upkeep

Ability to prioritise, multi-task, and perform effectively under pressure

Analytical skills: there will be a lot of data, that you will need to transform into information and actions

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