SR. CUSTOMER SUCCESS MANAGER - SASE

Note: Candidate must have valid work permit for Spain.Advanced English.Interested candidates can share their CV sweety@infotreeservice.com / WhatsApp: +34 657391582Your CareerAs a Customer Success Manager, you are a critical part of our customers’ adoption of security integrations. You act as their day-to-day contact for products in the Network Security portfolio, establishing relationships with them in order to understand security and business priorities, provide guidance, and share operational best practices for their secure environments. You’ll manage our customers’ services experience to ensure our client is exceeding their expectations. You’ll guide for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements.In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.Your ImpactLead 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, and when to engage additional our client servicesAdvise 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 TeamInternal collaboration with other services teams.Your ExperienceFluent in English and possibly in a second language among French and GermanPre-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) or 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 preferred.Knowledge 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 Integrity.The Team:Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.Once requisition details are gathered and you’ve met the CW team, the CW Team will introduce you to recruiting agencies who can support your requisition. Be prepared to discuss the following information.