Customer Success Manager

Description

In this role as a Customer Success Manager, you will be responsible for ensuring customers have a positive experience with a company's product or service, from the moment they become aware of it to the day they decide to purchase. You will help improve customer happiness and loyalty, which can lead to increased revenue by reducing churn rates, improving renewal, and satisfaction

Role and Responsibilities:

• Post-Sales Strategy: Own the customer’s overall adoption strategy, building & maintaining the customer’s comprehensive value delivery plan to achieve the stated objective
• Post-Sales Account Management: Own, lead & orchestrate end-to-end adoption delivery, from planning to realization, coordinating across the various internal and external workstreams to ensure timely and successful implementation of automation solutions
• Value Fluency & Management: Understand and advise the customer on how best to define, deliver & realize value that aligns with their stated objectives
• Operational Excellence: Develop and maintain workstream plans, timelines, and deliverables, and ensure adherence to success milestones
• Client Engagement: Serve as the primary point of contact for clients, building and nurturing strong relationships. Understand client needs and requirements, collaborate with cross-functional teams to tailor success strategies accordingly
• Executive Client Relationship Management: Cultivate and sustain strategic relationships with key clients, becoming a trusted advisor on automation strategies
• Collaborate closely with clients to understand their strategic goals and tailor automation solutions to maximize business impact
• Operational & Technical Expertise: Possess an understanding of automation technologies and the operational, technical & change management best practices required to execute successfully and drive transformation
• Innovation and Thought Leadership: Stay abreast of industry trends, emerging technologies, and best practices in automation. Contribute to the development of thought leadership content and share insights with clients to drive innovation
• Team Collaboration: Collaborate with internal technical teams, sales teams, and other stakeholders to ensure a unified, customer-centric approach.

Qualifications for the ideal candidate:  

• Experience as a CSM or in a similar customer-facing role 
• Prior cybersecurity experience required; technical experience in threat intelligence preferred 
• Excellent oral presentation and customer interaction skills 
• Technical and troubleshooting skills in at least one software application or technology 
• Proven track record of Technical Account Management or relevant experience 
• Experience in managing multiple stakeholders and projects 
• Customer-oriented, attentive listener 
• Critical thinker and problem solver 
• Team player with good time-management skills 
• Strong interpersonal and communication skills 
• Experience with sales software such as Salesforce, Churn Zero, or other CSM tools 

Desired characteristics in candidates

• Self-motivated, able to take the initiative with minimal need for supervision.
• Effective communication skills for technical and non-technical audiences
• Highly motivated, organized, and methodical, but can handle change in stride.
• Analytical and proven problem-solving skills
• High emotional IQ
• Excellent organizational and time management skills
• Demonstrated willingness to dive into the details to guide projects to completion.
• Team orientation rather than an individual contributor
• Insatiable work ethic

Compensation and start dates.

• Hiring now for an immediate start
• Salary: Competitive pay determined by level and experience
• Benefits: Healthcare, relocation, vacation, holidays

WonderBotz is an Equal Employment Opportunity employer.