Customer Success Manager

About the role

• You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership
• You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey
• You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction
• Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end
• Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon
• Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
• Be the primary interface to manage and resolve critical situations
• Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products
• Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities
• Exceed all performance targets, including maintaining high retention and growth rates
• Provide project leadership and organization for customers’ major FireMon project initiatives.
• Maintain current functional and technical knowledge of the FireMon product line.
• Document, prioritize and manage competing requests across simultaneous client engagements.
• Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.

Required Skills and Experience

• 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent)
• Excellent communication and organization skills
• Highly motivated self-starter who can work well within teams or individually
• The ability to explain technical subjects to non-technical personnel in large enterprises
• Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology
• Bachelor's degree in relevant field, or equivalent experience
• Willingness to travel based on customer and business needs

Preferred Skills and Experience

• Active technical certification – CISSP level or similar industry related certification
• 3+ years of experience in technical project management, technical account management, Consulting, Sales Engineering, or similar customer facing role