SpyCloud
Customer Success Manager
SpyCloud, Austin, Texas, us, 78716
Austin TXJob Description/Summary:
The Customer Success Manager maintains a long-term relationship with SpyCloud's customers to gain an understanding of the customer's organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining client relationships is required.Primary Responsibilities:Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals.Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout.Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services.Identify up sell opportunities based on needs of the customer or new production rollouts.Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption.Inform and report account status up to VP, Customer Success.Key Qualifications and Requirements:Self starter with drive to succeed.Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s).Superior active listening skills are required.Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.Excellent analytical capabilities to breakdown complex tasks into executable and measurable steps.Creative problem solver, able to accomplish goals through a variety of processes and tools.Capability of talking to and staying abreast of technical developments at SpyCloud.Ability to deal with complex customer relationships.Highly Desired Skills:3-5 years of Customer Success Management experience in a client facing role.Familiarity with Software as a Service (SaaS) solutions.Cyber security and ATO prevention experience a plus.Education:BA/BS/Undergraduate.Competency with Microsoft's suite of business products.Salesforce and Zendesk experience is a plus.
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The Customer Success Manager maintains a long-term relationship with SpyCloud's customers to gain an understanding of the customer's organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining client relationships is required.Primary Responsibilities:Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals.Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout.Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services.Identify up sell opportunities based on needs of the customer or new production rollouts.Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption.Inform and report account status up to VP, Customer Success.Key Qualifications and Requirements:Self starter with drive to succeed.Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s).Superior active listening skills are required.Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.Excellent analytical capabilities to breakdown complex tasks into executable and measurable steps.Creative problem solver, able to accomplish goals through a variety of processes and tools.Capability of talking to and staying abreast of technical developments at SpyCloud.Ability to deal with complex customer relationships.Highly Desired Skills:3-5 years of Customer Success Management experience in a client facing role.Familiarity with Software as a Service (SaaS) solutions.Cyber security and ATO prevention experience a plus.Education:BA/BS/Undergraduate.Competency with Microsoft's suite of business products.Salesforce and Zendesk experience is a plus.
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