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Customer Success Manager

ID: JR0030755

Colombia, Bogota

Job Title:

Customer Success Manager

Role Overview:

The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix Solutions, leading to successful customer renewals. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings and support. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal.

In this role you have the opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Company’s growth and success. The cross-functional nature of the role allows for the development of a deep understanding of all aspects of the business.

What You Will Do: 

  • You will be considered the lead customer liaison for strategic accounts driving customer renewals

  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy, technical environment and measurements for success with Quarterly Business Reviews to continue alignment and highlight ongoing progress 

  • Advocate for our customers with a focus on transformation, engagement, and experience 

  • Build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions 

  • Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion opportunities 

  • Develop a comprehensive understanding of typical business and cyber security challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving feature adoption to maximize time to value and return on investment. 

  • Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering 

  • Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed 


About You: 

  • University degree or equivalent experience 

  • 5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus 

  • Strong customer orientation, ability to manage complex projects and conflicting requirements 

  • Outstanding communication skills and ability to collaborate cross functionally 

  • 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 and services 

  • Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base 


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.

  • Pension and 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.

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