Customer Success Manager

A Customer Success Managers (CSM) should possess both social and analytical skills. The ideal CSM is an excellent communicator with critical thinking and problem-solving skills, as well as an appetite for ongoing learning. Duties include a broad range of tasks such as developing and maintaining ongoing relationships with various contacts in customers’ organizations (executive sponsor to day-to-day), providing thought leadership and acting as a trusted advisor, developing, and monitoring success programs, contributing to increased revenue, and minimizing churn. CSMs should be able to provide insights on customer-to-business interactions and own the overall experience management between the customer and Pathlock teams. Duties/Responsibilities: Manage business relationship between customer and Pathlock; act as liaison between internal and external teams to drive alignment and meet desired outcomes Partner with customer and Pathlock's cross-functional teams to promote adoption, satisfaction, and advocacy throughout their journey Demonstrate a deep understanding of Pathlock's product suite (SOD, UAR, Provisioning, CCM, AVM) and how it aligns with customer systems such as SAP ECC, S/4HANA, Ariba, Oracle, Workday, etc. Conduct executive business reviews with appropriate stakeholders to review progress towards - or achievement of - desired outcomes; address challenges with plans for mitigation and align on upcoming / future business objectives Maintain knowledge over book of business & keep records of information in Salesforce, including Assets, ERPs, QBRs & meeting notes, key contacts, at-risk insights, & referenceable contacts Communicate & collaborate regularly with Sales, Solution Architects, Solution Engineers, Professional Services, Product, Support, & Marketing Leverage sales approach best practices with ongoing discovery and uncovering new upsell opportunities Required Skills/Abilities: Native-level fluency in spoken and written German is required Experience with cloud-based enterprise software, particularly in GRC, identity/access management, or SaaS security An ability to grasp client needs and to increase customer engagement Solid knowledge of SAAS products, MS Office and CRM Software Excellent communication and negotiation skills Analytical and time-management skills Strong team player Enthusiastic and passionate, with a sense of pride and ownership in your performance and its impact on company success Education and Experience: College Degree 2+ Years of Customer Success experience Travel Required: Less than 10% Physical Requirements: Prolonged periods sitting at a desk and working on a computer Type and communicate via commonly used office equipment including telephone and email #J-18808-Ljbffr