Customer Success Manager

4 months ago

Melbourne, Australia Trellix Full time

**_Role Overview:_**
- To manage high touch and high value accounts yet
- To make sure that customer health and adoption are green

**COMPANY OVERVIEW**

**ABOUT THE ROLE**
- You will be considered the lead customer liaison for strategic accounts
- Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy, technical environment and measurements for success with Quarterly Business Reviews to continue alignment and highlight ongoing progress
- Advocate for our customers with a focus on transformation, engagement, and experience
- Build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions
- Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion opportunities
- Develop a comprehensive understanding of typical business and cyber security challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving feature adoption to maximize time to value and return on investment.
- Support and coordinate escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering
- Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed

**ABOUT YOU**
- 8+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
- Strong customer orientation, ability to manage complex projects and conflicting requirements
- Outstanding communication skills and ability to collaborate cross functionally
- You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services
- Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base

**_Company Benefits and Perks:_**

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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