Customer Success Manager

Job Title:

Customer Success Manager

Role Overview:

About the Company:

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com.

The Customer Success Manager (CSM) drives customer loyalty and adoption of Trellix Solutions. You will report to the Senior Manager, Customer Success. You will consult with enterprise customer employees across the spectrum of system administrators to Chief Security Officers (CSO). You will articulate the value of Trellix solutions and services that inspires the use of Trellix solutions, services, educational offerings and premium support.

About the Role:

• You will be considered the lead customer liaison for top-revenue accounts, and will attend one-on-one meetings with representatives of the strategic accounts.
• You will develop a trusted adviser relationship with customer partners and executive sponsors to understand customer's strategy, technical environment and measurements for success.
• You will oversee all post-sales activity to create recognizable benefits for Trellix's top customers.
• You will demonstrate product knowledge, plan and work on the Customer Success Plan (CSP) to ensure broad adoption of Trellix solutions.
• You will lead account reviews with clients to ensure usage of Trellix technologies and maintain communication on updates / new features.
• Anticipate and monitor at-risk accounts and ensure concerns are managed.
• You will ensure smooth client experience as they work with several Trellix roles.
• You will be the customer's voice and provide feedback to our teams on how we can better serve our customers.
• Identify risks to the customer achieving their goals and work with the account team to build a risk mitigation plan.
• You will manage internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and improving opportunities, preparing and qualifying Trellix team members for customer meetings and performing employee mentoring.

About You:

• Your background includes 8+ years of Customer Success Manager experience.
• You have a strong desire for action and willingness to jump in and role-up your sleeves.
• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products.
• You excel in developing deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction.
• You can build valuable and outcome-based relationships with a diverse customer account base.
• You have experience deploying technology or support services with large enterprise or global customers.
• You are enthusiastic and creative with the ability to inspire and encourage others, in relationships with customers and peers.
• You will support customers in the EMEA Region account zone.
• Business travel when safe to do so.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit 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.