Customer Success Manager

3 weeks ago

Melbourne Airport, Australia Forescout Technologies Inc. Full time

**What We Do**:
Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing. In real time. And at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence and OT/ICS innovation, all supporting our mission and vision.

Join us as we secure the world with our products. We are looking for resourceful and gritty individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, and visionaries welcomed

**What You Will Do**:
Here at Forescout, we are committed to delivering a successful customer experience. As a Customer Success Manager, you will hold a critical and strategic customer-facing leadership role. You will own relationships with a portfolio of Forescout strategic customers to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions. You will partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction.
- Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives
- Collaborate with your customers to create, implement and achieve a customer success plan - a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan
- Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users
- Coordinate activities with the assigned Adoption Engineer
- Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion
- Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities
- Partner with sales teams to identify expansion opportunities and mitigate loss to competition
- Proactively manage account escalations with the appropriate internal stakeholders

***
**What You Bring To Forescout**:

- Bachelor’s degree required; preferred areas of study include Business, Engineering, Technology, or related field
- 5+ years of experience working in a customer-focused role within an enterprise technology company; preferred experience in security technologies.
- Strong technical aptitude, business and sales acumen, customer service, and change management skills
- Demonstrate technical knowledge specific to information security software; presales experience is a plus
- Understanding of customer success and all aspects of the customer lifecycle
- Strong verbal and written communication, prioritization, and time management skills
- Outstanding negotiation skills with the ability to make trade-off decisions and counter objections
- Ability to present, articulate, interpret and communicate technical information to varying levels of technical understanding
- Proven long-term customer relationship development skills; passionate about customer success

Travel or Other Requirements:

- Extended or non-traditional work hours may sometimes be required.
- Opportunity for domestic and international travel

**What Forescout Offers You**:

- Managing cyber risk, together - Our technology is at the forefront of the industry, and we are led by a visionary leadership team who encourages professional growth and development.
- We promote a diverse and inclusive culture providing a collaborative and innovative environment where our team can make an impact on worldwide security while working on the hottest technology.
- We are also proud of our competitive compensation and the benefits offered. If you have a strong work ethic, are visible, and lean in, you will be recognized.

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