Customer Success Manager

Who is Forcepoint

Forcepoint simplifies security for global businesses and governments. Forcepoints allinone truly cloudnative platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20 years in business. 2.7k employees. 150 countries. 11k customers. 300 patents. If our mission excites you youre in the right place; we want you to bring your own energy to help us create a safer world. All were missing is you!

Forcepoints Enterprise Customer Success Managers are a critical part of our Customer Success team which is focused on delivering the promise of Forcepoints CyberSecurity cloud platform and its services. Starting in the presales stage they work with our customers to identify their needs and set goals for success in adopting Forcepoints solutions into the security operations and cyberstrategies of their organization. Forcepoints Enterprise Customer Success Managers also manage the postsales relationship with the customer and deliver focused engagement support and advocacy to their customers as they use the platform and its services. Forcepoints Enterprise Customer Success Managers are trusted advisors on how customers use our cloudbased cybersecurity services to address their specific cybersecurity challenges and risks. In this way they are key to driving adoption and reach ensuring renewals building customer loyalty and helping to identify expansion opportunities. In addition they serve as advocates on behalf of their customer by delivering product and performance feedback back into the Forcepoint platform and software services engineering and product management teams.

Responsibilities:

• Managinga diverse portfolio of Enterprise customer accounts with complex needs
• Guiding clients through postsales onboarding including orienting the client to Forcepoints solutions and services in order to drive solution adoption in the customers organization.
• Building and maintaining appropriate relationships and trust at all levels with your customer accounts creating a premium and highcalibre experience
• Monitoring customer utilization healthscores and ensuring consistent communication with internal and external customers
• Conducting regular proactive customer meetings account reviews creating and managing success plans to align customer strategies and business objectives with the Forcepoint solutions and internal service offerings.
• When facing complex deployment concerns orchestrating the appropriate tactics and Forcepoint resources to help ensure customers are achieving their goals
• Constantly monitoring the health of accounts in the assigned book of business and raising the red flags internally if seen as showstoppers for renewals or contributing to a negative customer sentiment
• Ensuring customers have an effortless experience with Forcepoint by providing efficient professional and accurate resolutions to client concerns
• Analysing data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience both in our product and processes
• Working as a team but also act assertively to get things done for customer.

• Having a good understanding ofnetworksecuritydatasecurityorinsider threatsecurityconceptsuse casesand supporting technologies

Core competencies:

Commitment: You are passionate about customer satisfaction and their results. You do what you say you will do.

Communication: Ability to communicate effectively at all levels including Executive leaderhsip

Service Orientation: Demonstrated ability to provide worldclass service and support through effective task management and issue ownership

CrossFunctional Thinking: Ability to manage understand and prioritize multiple functions (service technical relationship) simultaneously

Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs

Creativity: Ability to solve problems creatively including stepping outside of process when necessary

Attention to Detail: You care about the little things for your customer and also capture information correctly and accurately

Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace so if there is something slightly different about your previous experience but it otherwise aligns and youre excited about this role we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to .

Applicants must have the right to work in the location to which you have applied.