CUSTOMER SUCCESS MANAGER

Looking for candidates for a long term contract position of Sr. Customer Success Manager based in Madrid, Spain.We are looking for an Sr Customer Success Manager - SASE to work in the EMEAL Customer Success department with a focus on the continuous expansion of our SASE business across EMEA.This position will report to the Sr Manager of SASE Customer Success EMEAL and is a great opportunity for a talented individual who has the desire to associate with a fast-growing company in a truly international environment.This role may require travel to business meetings and events and requires reliable transportation to do so. If a contractor hire chooses to drive with customers as their passengers or for other business reasons, hires must be in possession and maintain a valid driver’s license.Your ImpactThis position calls for someone who possesses a good background in Customer Success, Cybersecurity and SaaS and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.Lead client's product onboarding experience, adoption, and expansion across a range of relationshipsBe the customers’ guide through the entire post-sales journey, and advocate in influencing product roadmap and improvementsDevelop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption - consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software and/or hardware.Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teamsCoach customers on how to establish and implement their Network Security change management, governance, the center of excellence programsIdentify and escalate risks and issues to the customer and Support team to achieve client successGain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and supportIdentify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readinessEstablish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account teamMonitor key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metricsProactively engage Customer Support and Engineering to monitor and resolve complex technical issuesDeliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team. This and other deliverables might require travelling to customers' sites (nationally or internationally) regularly, potentially up to 30% of the timeInternal collaboration with other services teamsYour ExperiencePre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales/services experienceExperience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) and in cybersecurityExperience in or ability to work with technical support and/or professional services within the high-tech industryExperience with a SaaS solutions company and/or an enterprise software companyStrong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers - Preferably holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITILHighly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering resultsAbility to identify key customer stakeholders to engage and build relationships without direct supervisionAbility to influence teams across the organization to achieve desired customer outcomesPassionate about driving and tracking a consistent engagement process with all supported customersAbility to multi-task and work in a dynamic environment to address emerging security risks and challengesExcellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business termsPreferred Knowledge of NetworkingKnowledge of CyberSecurity Network Security is expectedKnowledge of heterogeneous environments used by enterprise customersPositive, growth-oriented mindsetThrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and IntegrityFluent in English. More EMEA languages would be a highly appreciated assetPlease note, only candidates eligible to work in Spain can apply.If interested, please get in touch with me on Linkedin or drop an email with your recent CV on usha@infotreeglobal.com and I'll get back to you at the earliest.Best RegardsUshaInfotree Global SolutionsLinkedin: linkedin.com/in/usha-rahul-116453223