Account Services Management

Responsibilities:

• Develop and help execute the customer success strategy, vision, and strategic plan for RSA SecurID cloud
• Hire, train, enable, lead and manage strategic CSMs and CSM
• Build CS processes and own CS systems to achieve company and customer goals, provide the best customer experience and increase adoption, renewal and
• Drive customer success outcomes by defining customer key performance indicators (KPI) and service level agreements (SLA)
• Increase renewal rates and reduce churn by implementing customer success
• Expand revenue in accounts by assisting sales teams with cross-selling and
• Influence future lifetime value through higher technology adoption, customer satisfaction, and overall health
• Drive new business growth through greater advocacy and reference-ability of existing
• Map customer journey, create a customer success plan and adjust as necessary to meet company retention
• Develop listening points during the customer journey (, usage, satisfaction, )