Technical Client Account Manager

Summary

Join CloudSEK, a leading cybersecurity product company, as a Technical Client Account Manager and ensure client success by maximizing the value of our solutions and services. This role blends customer advocacy, technical expertise, and a sales mindset to drive customer engagement, retention, and revenue expansion. You will own the customer onboarding process, build strong client relationships, proactively address issues, and conduct regular business reviews. Collaborate with internal teams to enhance the customer experience and gather product feedback. Demonstrate technical expertise, advocate for customer needs, and track key performance indicators (KPIs) to measure success. This position requires a proven track record in customer success and cybersecurity, strong communication and negotiation skills, and an analytical mindset.

Requirements

• Proven experience in customer success and client account management in the cybersecurity industry
• Strong understanding of cybersecurity concepts, technologies, and market trends
• Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
• Strong negotiation skills
• Analytical mindset with the ability to derive insights from data to drive decisions and improvements
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment
• 5+ years experience in cybersecurity, client facing roles

Responsibilities

• Customer Onboarding: Own the onboarding process, ensuring that customers are effectively integrated and trained on our solutions
• Relationship Management: Foster strong relationships with key customer stakeholders, acting as a trusted advisor to understand their needs and challenges
• Proactive Engagement: Monitor customer health metrics and proactively address issues, providing guidance on best practices and optimization strategies
• Conduct Business Reviews : Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement
• Internal Collaboration: Work closely with sales, product, and technical teams to ensure a seamless customer experience and to gather feedback for product improvement
• Technical Expertise: Demonstrate value - Triage customer portals on a regular basis and share critical threats reports
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and ensuring alignment with our business objectives
• Reporting and Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives and report on customer health and satisfaction. Lead and conduct business reviews
• Revenue target: Ensure timely renewals and carry targets for regional NRR achievement and expansion quota. Identify and drive upsell and cross-sell opportunities through consultative engagement and by demonstrating the ROI of CloudSEK’s solutions
• Maintain partner relationships, collaborate with them for smooth renewal and develop a winning strategy for revenue expansion
• Customer Engagement: Organize customer events and manage customer advi

Preferred Qualifications

Bachelor’s degree in Cybersecurity, Technology is preferred

Benefits

• Flexible working hours
• Food, unlimited snacks and drinks are all available while at office