Customer Success Manager East Coast

Customer Success Manager

The role of Customer Success Manager (CSM) at Vectra holds significant importance and entails the development and management of Vectras customer base in the East Coast region. Your primary responsibility is to cultivate and nurture relationships with your customers engaging with key business executives security professionals and IT stakeholders to gain insight into their strategic business needs and objectives.

Utilizing your deep understanding of Vectra products and cybersecurity you will create and execute an ongoing adoption and industry best practices strategy. This strategy ensures that your customers fully comprehend and derive maximum value from their investment in Vectra. This role involves interacting with senior professionals within enterprises.

What youll do:

• Drive high touch customer success focusing on large and highly complex enterpriseorganizations

• Lead customers throughout the entire customer journey: onboarding value realization adoption and expansion

• Own the customer relationship providing ongoingsupportand proactive leadership to Vectras customers to drive high levels of customer satisfaction deep engagement and mutual success.

• Conductcustomertouchpointsexecutivebusinessreviewsand proactively monitor customerhealth

• Drive deep integration of the Vectra Cognito platform into our customers business processes and technical ecosystem to create and increase stickiness.

• Identify and grow expansion opportunities within the customer base and collaborate with the sales team tofacilitategrowth attainment.

• Identify and assess renewal risks;developand collaborate with internal teams in executing the remediation plans.

• Direct crisis and incident response with urgency working cross-functionally to ensure timely resolution while communicating effectively with customers.

• Identifydevelopand implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customers business objectives.

• Track measure and report on key metrics such as: customer satisfaction customer health score adoption rates etc.

• Able and willing to travel for on-site customer visits as required (25- 50%)

What were looking for:

Ideal candidates should possess a strong technical background in network security and enterprise software a demonstrated history of effectively engaging with customers on both technical and non-technical fronts sound business understanding sales proficiency and most importantly a dedication to delivering exceptional customer experiences.

• 4 years of experienceinenterprise subscription-based vendors in a customer-facing role (such as Customer SuccessManager - CSM Technical Account Management- TAM Professional Services Sales Engineering orStrategicCustomerService)

• Extensive experience as a hands-on CSM or TAMsupporting high touch enterprise customers(Fortune 500 or other large companies)

• Good understanding of security product lines (firewalls sandboxing SIEM forensics-type platforms)

• Knowledge of TCP/IP DNS VPN and SSL technology

• Good understanding of current security technologies and risks

• Project management skills with a high attention to detail

• Experience in supportingcustomerswith strong empathy AND passion for revenue andgrowth

• Proven record of establishing and building successful C-level relationships

• Service management minded with strong commitment to customer service

• Excellent presentation and communication skills both verbal and written

• Excellent organizational analytical negotiation and influence skills

• Relevant Bachelors degree; preference for computer science or related degrees