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Client Success Strategist

2 months ago

Little Ferry, New Jersey, United States NetWrix Full time
Requisition #1568, Customer Success Manager

About Netwrix:

Netwrix is a leading technology firm with a robust team of over 900 professionals dedicated to enhancing data security. Our solutions are designed to safeguard critical business information and personal data from cyber threats and breaches.

With more than 15 years of industry experience, we continue to expand our market presence through innovation and strategic acquisitions, supported by the esteemed private equity firm TA Associates.

Headquartered in Frisco, Texas, we have adapted to a remote work model, ensuring flexibility and productivity in our operations.


Role Overview:

We are seeking a meticulous, innovative, and strategic Customer Success Manager to drive our customer engagement initiatives. This role is ideal for a dynamic individual with several years of experience, eager to advance their career in a thriving tech environment.


Key Responsibilities:

Customer-Centric Approach:
Ensure customer satisfaction by actively listening to their feedback, anticipating their needs, and delivering exceptional service.

Relationship Development:
Build and maintain strong relationships with key stakeholders within customer organizations, understanding their objectives and challenges to provide tailored solutions.

Onboarding and Integration:

Lead the onboarding journey for new clients, serving as the primary contact for all Netwrix-related inquiries, and ensuring seamless product adoption throughout the customer lifecycle.


Value Assessment:
Collaborate with clients to establish and track key performance indicators (KPIs) and success metrics, ensuring they derive maximum value from our offerings.

Customer Health Oversight:
Regularly monitor customer engagement and satisfaction, proactively addressing any concerns to foster success.

Strategic Playbooks:
Coordinate internal resources to deliver timely solutions based on customer health assessments.

Health Evaluation:

Facilitate bi-annual health evaluations with clients and internal teams, ensuring alignment with strategic goals and maintaining open communication.


Renewal and Growth:

Work closely with Account and Renewal Managers to drive contract renewals and identify opportunities for upselling and cross-selling based on customer needs.


Customer Advocacy:
Represent the voice of the customer within Netwrix, advocating for their needs and feedback to influence product enhancements.
Qualifications:

Customer Focus:
A strong commitment to delivering outstanding customer experiences and ensuring client success.

Experience: A minimum of 3 years in a customer-facing role, such as Customer Success or Account Management.

Outcome Tracking:

Skilled in defining and measuring KPIs and success metrics, with a focus on data-driven decision-making.


Communication Skills:
Excellent verbal and written communication abilities, capable of engaging effectively with both technical and non-technical stakeholders.

Empathy and Patience:
A compassionate listener with a positive demeanor, able to understand and support customer challenges.

Analytical Problem-Solving:
Proven capability to analyze complex issues and develop creative solutions tailored to customer needs.

Collaborative Mindset:
A team player who works well with cross-functional teams to achieve customer success.

Technical Acumen:
Familiarity with information security concepts is advantageous.

Educational Background:
A degree in Business, Marketing, or a related field is preferred.

Tools:
Proficient in Microsoft Office Applications.

Why Choose Netwrix:
We offer a supportive work culture that values employee well-being, including unlimited PTO, comprehensive health benefits, wellness programs, and opportunities for career advancement. We celebrate diversity and welcome individuals from all backgrounds to contribute to our success.
Netwrix is an Equal Opportunity Employer.