Customer Success Manager - KSA
Job details
WHOAREWE?We are globalleaders in the Data-Centric Security space. Right from protecting nuclearsubmarine designstonewdrugformulationstocustomerdataofFortune100organizations-weguardeverykindofconfidentialinformation.HOWDO WEDOIT?Seclore'spatent-pending, award-winning technology allows users to control how theirinformation is used -even after itis shared with people within or outside the enterprise. This requiresstretching the technologyboundariesbeyondwhat might seempossible.AtSeclore,yougettobepartofthefrontlines-defendingtoday'sdataagainsttomorrow'sthreats.2BnDocuments|3.5MnUsers|470+Enterprises|29CountriesTHE ROLECustomer Success ManagerLocation: RiyadhExperience: 7-12 yrsAt Seclore, we are all Entrepreneurs, not employees. We are looking for a Customer Success Manager.We are a passionate team with diverse backgrounds and experiences all driven to solve complex business problems with simple, intuitive solutions. We appreciate people who are fuelled by Passion, curiosity, hunger to learn & grow.This position is for individuals who possess the ability to identify multiple solutions to the same problem and can help in decision making while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" four times in a row.Job DescriptionThe 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 Seclore.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 driven throughout the Seclore organization.Primary ResponsibilitiesWork 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 new use cases / 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 blueprints, FAQs, meeting notes...etc.Support the various internal customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the projectBecome 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 teamsEducate customers on the value they can generate from the power of their Seclore solutionEnsure customers employ best practices and their Seclore solution is optimized for maximum valueBuild and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companiesServe as the primary liaison between assigned customers and Seclore to create a seamless customer experienceEnsure 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 growthContinually assess customer progress toward stated goals and drive expected results inthe areas of adoption, usage, business value, friction and overall relationshipAs 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 developmentWork with the customer team to achieve timely contract renewals and opportunities for upsell/cross-sellCSM should be able to build and nurture a team in future.Required Skills/Experience7+ years of experience in handling end to end customers relationships, preferably in the SaaS industryLeading deployment of software business applications or providing strategic advisory services and account management services or previous customer success managementProven track record of successfully managing customer relationships and delivering resultsStrong consulting background
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