Vacancy caducado!
THE OPPORTUNITY
We are looking for a Sr. Manager of Technical Customer Success supporting our growing Customer Success team. This role is a leadership position and one that is a vital part of the sales organization.
This role leads the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our customers, across Netskope’s customer base.
This role focuses on driving success across all of our Customer Segments. The focus of this role is to recruit, grow, mentor and be a coach / strategic planner for a team of senior customer success managers (CSMs) and includes responsibilities for Customer Success activities (e.
g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
You will understand the customer success managers’ roles, processes, and paths to success and help define this within the broader sales organization.
You will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Netskope, ensuring they are realizing business value from the ongoing use of our solution.
At a team level, you will gather customer feedback and requests while working with internal teams to help align customer adoption with our product and roadmap.
You will ensure your team successfully drives forward Netskope’s key performance metrics. You will also meet and engage with our customers and establish relationships with key executives within our customer base.
Additionally, you will work effectively and collaboratively with other managers and leaders across the broader sales and Netskope organization to drive success for both customers and Netskope.
WHAT YOU WILL DO
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
Lead World-class Customer Success team, recruit experienced leaders for each functional role, Attract high potential individual contributors into the team
Define and optimize customer life-cycle, map customer journey, identify opportunities for continuous improvement, Learn from best practices in the industry
Manage Customer Success activities to include on-boarding, training, professional services, customer support, customer success management, renewals, cross-sell / up-sell, advocacy
Drive new business growth through greater advocacy and reference-ability
Measure the Effectiveness of Customer Success, define operational metrics for team
Establish a system for tracking metrics, create cadence for review within the team
Expose a subset of metrics to the executive team, company, and board
Monitor and identify adoption, maturity and growth trends for the team and customers to inform customer and business strategy
Manage the team to conduct periodic QBRs, develop joint success plans, conduct customer health-checks and review customer health scores with an emphasis on customers’ success with Netskope
Identify customer needs and collaborate with accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
Partner closely with account executives and other cross-functional team members to translate business needs and product requirements into new solutions for customers
Align with cross-functional teams to drive marketing to existing clients, driving product road-map, cross-sell and up-sell and focus on selling with a retention focus, measurement, and forecasting, key metrics and objectives
Create rapid on-boarding process for new team members
Foster collaboration within the team and across the customer life-cycle
Encourage continuous learning within the team
Enhance effectiveness and efficiency through technology
Inspire customer success across the company
Help drive and maintain a company-wide culture of Customer Success
Drive company-wide definition of the ideal customer, Create a company-wide customer feedback loop
WHAT YOU OFFER
8+ years of cyber technology experience (data protection, security operations, threat, risk or identity management); technical pre / post-sales experience a plus
Strong, hands-on technical skills , preferably in cloud operations and cyber-security space; preferred skills include security and networking technologies including Proxies, Next-Generation Firewalls, SSL / IPSec, VPN’s, SSO, DLP and Encryption gateways
Customer-centric approach and genuine desire to help our customers get the most from Netskope
Ability to manage influence through building consensus while engaging with security programs across multiple business lines / models
Experience handling customer relationships throughout the customer journey
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Successful track record building business-aligned cloud and cyber-security programs
Successful track record of driving product adoption and expansion through understanding the customer’s current (and future) network security posture.
Successful track record of working in a fast-paced start-up environment
Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment
Successful track record working in and navigating large enterprise environments
Education
Relevant Bachelor’s degree; preference for computer science or related degrees
Vacancy caducado!