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Lead Customer Success Strategist
2 months ago
Job Title:
Senior Customer Success Manager
Role Overview:
The Senior Customer Success Manager plays a pivotal role in enhancing customer loyalty, facilitating the adoption, and ensuring the successful implementation of Trellix Solutions.
This proactive and customer-focused professional must be adept at consulting with significant customer accounts, effectively communicating the value of Trellix's offerings.
In addition to a primary focus on customer success, this position fosters retention and loyalty, ultimately leading to successful renewals.
Location:
Remote
Company Overview:
Trellix is a global leader in redefining the landscape of cybersecurity.
The company's open and native extended detection and response (XDR) platform empowers organizations facing today's most sophisticated threats to gain confidence in the protection and resilience of their operations.
With the support of Trellix's security experts and a vast partner ecosystem, technology innovation is accelerated through machine learning and automation, benefiting over 40,000 business and government clients.
More at .What You Will Do:
In this capacity, you will have a remarkable opportunity to leverage your passion for customer relations, communication skills, persistence, and business insight to contribute directly to Trellix's growth and success.
As the primary customer liaison for strategic accounts, you will cultivate a trusted advisor relationship with key stakeholders and executive sponsors, gaining a comprehensive understanding of the customer's business strategy, technical landscape, and success metrics.
You will design and implement customer-specific success plans to oversee onboarding, adoption, and satisfaction across the portfolio, promoting best practices and utilization of Trellix products and solutions.
Collaborate with Sales to facilitate the transition of accounts from Pre-Sales to Customer Success while identifying opportunities for expansion, retention, and renewal.
You will advocate for our customers, focusing on transformation and engagement to ensure a successful experience with our products and services, utilizing Quarterly Business Reviews to maintain alignment and showcase ongoing progress.
Develop a thorough understanding of the typical business and cybersecurity challenges faced by customers, demonstrating the essential capabilities of our technology to drive feature adoption and maximize return on investment.
Address escalations related to deployment or productivity issues, coordinating activities with Sales, R&D, and CS Engineering.The cross-functional nature of this role offers deeper insights into all business aspects.
Identify risks that may hinder customers from achieving their desired outcomes and business objectives, collaborating with account teams and cross-functional groups on risk mitigation or escalating as necessary.
About You:
7+ years of experience in customer engagement and account management within a SaaS solutions company and/or the enterprise software/cybersecurity sector is preferred.
As a trusted advisor, you have a proven track record of successfully managing a portfolio of large enterprise and major clients, leading to the adoption, expansion, and renewal of our innovative products.
Strong customer orientation with the capability to manage complex projects and navigate conflicting requirements.Exceptional communication skills and the ability to collaborate across functions.
You possess an enthusiastic and dedicated approach to connecting with customers, understanding their needs, and ensuring they realize the full value of our products and services.
Ability to cultivate and maintain valuable, outcome-based relationships with a diverse customer account base.A university degree or equivalent experience.
Company Benefits:
We are committed to embracing diversity and inclusion, encouraging everyone at Trellix to bring their authentic selves to work every day.
Pension and Retirement Plans
Medical, Dental, and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We take our commitment to diversity seriously, which is why Trellix prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status.
Base Pay Range:
$130-145k. Actual base pay within this range will depend on varying circumstances, including the work location, individual qualifications, company budget, and other operational business needs. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy.
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