Senior Business Outcomes Manager

3 days ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $120,000 - $180,000

About This Role

As a Customer Success Manager, you will play a pivotal part in shaping the experience of our most strategic customers as they onboard and adopt our cloud security platform. You will partner closely with assigned customers to understand their business goals, cybersecurity strategy, risk posture, and cloud adoption maturity.

You will devise a value realization plan to navigate adoption and operationalization journey with our platform. As a CSM working with Public Sector and Government customers, you will partner across our organization to advocate for your customer, working with Sales teams, Product Management, Support, and Engineering to ensure a joined-up experience across all aspects of the customer relationship.

You have a strong appreciation for factors involved when organizations define and implement security strategies; provide thought leadership and share best practices when working with senior customer stakeholders.

Responsibilities:

Develop a value realization plan that outlines how platform adoption addresses customer's cybersecurity requirements and drives positive business outcomes.

Drive adoption through alignment of product capabilities to customer desired outcomes; demonstrate innovation and integration with other aspects of customer's cybersecurity landscape.

Utilize cybersecurity domain expertise to articulate our platform's value to customers and map solutions to their business objectives and desired outcomes.

Build relationships with customer senior stakeholders, speaking on a frequent cadence to strengthen relationships and uncover new opportunities to add value.

Conduct quarterly business reviews to document success, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations, and review product roadmap.

Partner with customers to implement and operationalize their Cloud Security change management, governance, and skills programs as they pertain to implementation of our platform.

Establish an ongoing cadence of communication with customers across all required levels from technical users to the C-suite.

Recommend solutions to changing client requirements and roadblocks to adoption, assessing risks and benefits of possible approaches.

Monitor key performance metrics such as customer satisfaction (NPS score), referencability, renewal likelihood, adoption maturity, upsell/cross-sell opportunities, and customer engagement.

Identify root causes of any customer dissatisfaction or blockers to adoption and work with the extended account team to formulate and implement corrective action plans.

Be a customer advocate within our organization, influencing product roadmap and improvements, articulating customer's business context to our Product & Platform teams.

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