Customer Success Manager

Summary

Join FireMon as a Customer Success Manager (CSM) to manage large strategic accounts, ensuring high customer satisfaction and application engagement. You will own the process of determining customer outcomes, driving time to value, and maximizing customer experience by removing friction points. The CSM partners with customers for implementation of best practices, acts as a strategic ally during acquisition, manages implementation projects, and provides ongoing support and expertise. You will collaborate with internal teams, identify expansion opportunities, and provide customer feedback for product improvement. Success will be measured by exceeding performance targets, including high retention and growth rates.

Requirements

• 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent)
• Excellent communication and organization skills
• Highly motivated self-starter who can work well within teams or individually
• The ability to explain technical subjects to non-technical personnel in large enterprises
• Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology
• Bachelor's degree in relevant field, or equivalent experience
• Willingness to travel based on customer and business needs

Responsibilities

• Align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership
• Lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey
• Set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction
• Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end
• Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon
• Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
• Be the primary interface to manage and resolve critical situations
• Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products
• Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities
• Exceed all performance targets, including maintaining high retention and growth rates
• Provide project leadership and organization for customers’ major FireMon project initiatives
• Maintain current functional and technical knowledge of the FireMon product line
• Document, prioritize and manage competing requests across simultaneous client engagements
• Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found

Preferred Qualifications

• Active technical certification – CISSP level or similar industry related certification
• 3+ years of experience in technical project management, technical account management, Consulting, Sales Engineering, or similar customer facing role
• Bilingual Spanish or Portuguese and English language speaking, reading, and writing