Customer Success Manager, Public Sector

Job Title:

Customer Success Manager, Public Sector

Role Overview:

Customer Success Managers (CSMs) are an integral part of our Customer Success Team. CSMs are highly motivated and integral key player who is responsible for successfully managing customer adoption, expansion, and on time renewals of the Trellix security footprint for highly complex clients. CSM’s are also responsible for managing complex relationships with customers and being expert problem solvers. You will be driven to impact customer satisfaction by ensuring your clients realize the full value of Trellix’s dynamic XDR cybersecurity products.

About the Team

Location:  Hybrid/East Coast

About the Role

Trellix Customer Success Managers are the backbone of our relationships with our customer base, in this role specifically supporting Public Sector clients.  CSMs are responsible for managing an assigned book of business to ensure their customers successfully deploy, adopt, and retain Trellix solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify upsell and cross-sell opportunities, and drive customer loyalty and renewals. An exceptional Customer Success Manager strives to understand our customer's security needs and how Trellix can help them to achieve their goals.

About this role:

• Drive customer awareness, engagement, and adoption of the Trellix portfolio, product features and services to maximize the adoption and realized value of their purchased solutions.

• Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time renewal and revenue retention within a targeted book of business

• Develop and maintain strong, multi-level relationships with each customer; ensuring that Trellix solutions support the ongoing needs and security objectives for each customer.

• Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.

• Understand what success looks like to the client, how our solution fills that need, and be able to measure our success against it

• Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

• Effectively manage a high volume of customer requests, align them with internal resources and anticipate their business needs.

• Collaborate and align with sales, marketing, support, product and engineering teams to drive customer success outcomes.

• Collaborate with other Customer Success team members and/or project leads to align activities and resources to strategic account goals

What you will do and bring:

• Fanatic about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.

• Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.

• Energized by connecting and building value driven, strategic relationships with enterprise customers

• Thrives in a fast paced, team centric atmosphere and is adaptable in nature

• Exceptional multi-tasking abilities and organization skills.

• Detail-oriented; able to capture proper information correctly and accurately.

• Excellent verbal and written communication skills, and presentation skills, including meeting facilitation and reaching stakeholder agreement

• Experience with DoD, Federal organizations, Government budget cycles and associated processes, constraints, and limitations

• Secret clearance preferred but not required; eligible for Secret, TS, SCI, Public Trust, etc.

• 3-7 years of experience in Customer Success Management or complementary customer facing role (Sales, Account Management, PS)

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.