Customer Success Manager

Responsibilities

• Act as a concierge to the company various services and internal functions, coordinating all activities and customer communication
• Be the primary interface to our customers and work alongside Sales, Professional Services, Support, and Engineering to resolve any challenges
• Serve as a trusted advisor to our customers executives and key stakeholders by providing consultative recommendations and best practices, enabling them to achieve their primary business objectives
• Drive adoption of the LogRhythm solution feature set to help the customer receive the most value from their purchase
• Define and track customers success metrics through regularly conducted Service Reviews
• Provide customers with product, services, and best practices recommendations
• Quote and negotiate maintenance and subscription contract renewals
• Manage complaints and engage in the escalation of support tickets where necessary
• Own and manage set initiatives while clearly communicating your progress to internal and external stakeholders
• Lead regular high-level account reviews internally at an executive level
• Manage and forecast your pipeline of upcoming renewals and achieve your monthly/quarterly targets
• Provide regular customer status reports to our internal stakeholders, bringing awareness on risks, milestones and planned activities for each account

Job Requirements

Skills & Experience

• 3-5 years enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
• Strong verbal, written, and presentation communication skills. Fluent English and Arabic both written and spoken
• Experience in communicating with C-Level executives
• Strong organizational and project management skills
• Strong negotiation and sales skills
• Experience with ‘Salesforce’ or an equivalent CRM system
• Proven track record in managing relationships with large enterprise clients
• Successful track record in retaining and growing accounts
• Have willingness and preference to “roll up sleeves” and work alongside your fellow colleagues