Customer Engagement Lead

2 weeks ago


Doral, Florida, United States Guardz Full time


Guardz, a rapidly growing entity in the cybersecurity domain, is on a mission to create a more secure digital environment for small and medium enterprises worldwide. Our innovative all-in-one Secure & Insure platform has already begun to make waves in the market.


We are in search of a proactive and skilled Customer Success Manager (CSM) dedicated to nurturing relationships with Managed Service Provider (MSP) partners.

The successful candidate will have a robust background in customer success management, outstanding communication abilities, and a comprehensive understanding of cybersecurity solutions.

This position entails overseeing the complete customer journey, ensuring the satisfaction and success of our MSP partners through proactive support, relationship building, and delivering value via our cybersecurity offerings.


Key Responsibilities:
  • Act as the main contact for designated MSP partners, gaining insight into their specific business objectives and challenges.
  • Engage proactively with MSP partners to assess their utilization of our cybersecurity solutions, pinpoint areas for enhancement, and encourage product adoption.
  • Collaborate with sales, marketing, and product teams to align on partner requirements and priorities.
  • Conduct training and enablement sessions for MSP partners regarding our cybersecurity products, industry best practices, and emerging trends.
  • Serve as a customer advocate within the organization, promoting their needs and driving improvements to our offerings.
  • Monitor partner health metrics, identify potential risks, and formulate strategies to address them.
  • Lead regular business reviews with MSP partners to evaluate performance, discuss strategic initiatives, and uncover growth opportunities.
  • Identify and manage expansion opportunities within current MSP partner accounts.
  • Oversee the renewal process for MSP clients, ensuring a smooth transition and ongoing partnership.
  • Respond promptly to customer inquiries via support channels, providing assistance and resolving issues as necessary.

Qualifications:
  • Minimum of 3 years of demonstrated experience as a Customer Success Manager in the cybersecurity sector.
  • Exceptional English language skills with strong verbal and written communication capabilities.
  • Technical proficiency with the ability to convey complex cybersecurity concepts effectively.
  • Experience with MSPs or similar customer segments is advantageous.



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