The Customer Success Manager will work with a portfolio of our largest and most strategic customers. In this senior level role, you are responsible for ensuring that assigned customers achieve their expected business outcomes with Seclore solutions resulting in customer retention and account growth. You will build long-term trusting relationships with these customers and ensure that they realize full value from their investment with Seclore. Your focus will be to make every customer in your portfolio wildly successful resulting in referenceable customers who maintain long-term loyalty to the company.

In addition to acting as a trusted advisor to customers, you will be a customer advocate, often functioning as a liaison between our customers and internal Seclore teams. You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and drive throughout the organization.

Primary Responsibilities

Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals

- Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.

- Responsible for leading discovery sessions with IT and business users to understand the client's business objectives and system/application needs

- With excellent understanding of Seclore's product features and related technologies, design the solution that best meets the client's requirements

- Proactively create documentary artifacts like business cases, usage scenarios, solution blue prints, FAQs, meeting notes...etc.

- Lead or work with other customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the project

- Become an expert on the customer's Seclore deployment and their trusted advisor for their strategic business direction

- Present the Seclore value proposition and product features to audiences ranging from senior executives to technical stakeholders to functional teams

- Educate customers on the value they can generate from the power of their Seclore solution

- Ensure customers employ best practices and their Seclore solution is optimized for maximum value

- Build and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companies

- Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience

- Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to develop and execute on account plans that results in customer references, retention and account growth

- Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship

- As the customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed

- Gather customer product feedback and communicate with product management to shape product roadmap development

- Work with sales team to achieve timely contract renewals and opportunities for upsell/cross-sell

Required Skills/Experience :

- 10+ years experience leading deployment of software business applications or providing strategic advisory services and account management services or previous customer success management

- Proven track record of successfully managing customer relationships and results delivery

- Strong consulting background

- Proven ability to build and maintain strong and trusting relationships with a diverse set of internal and external constituencies including senior level executives, IT/InfoSec and functional teams

- Proven ability to build and sell business cases to customer teams

- Excellent organization, project management, time management, and communication skills

- Ability to quickly grasp and distinctly explain technological and business concepts

- Ability to lead cross function business and technical teams to deliver solutions and provide timely issue resolution

- Strong understanding of business processes and their implementation into enterprise business applications

- Team player who will innovate to continue improving the way Seclore serves its customer

- Bachelor's degree in technology, business, or related field (MBA preferred)

- Ability to travel 60%+ of the time

Preferred Knowledge, Skills, Abilities, And Background

- Highly energetic, with a passion for helping customers achieve expected business outcomes

- Multitasker with willingness to 'roll up sleeves' and assist wherever needed

- Deep credibility in inspiring confidence in C-level decision makers

- Extensive business process management experience and expertise- ideally in the areas of banking, financial services, insurance and manufacturing

- Previous experience with a major systems integrator and/or a customer success function preferred

- Experience with SaaS/Subscription solution offerings is a plus

- Knowledge of information cyber security

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