Global Relationship Manager
2 days ago
We are a leading global security authority that is revolutionizing our category. Our encryption is trusted by major e-commerce brands, the world's largest companies, major cloud providers, and entire country financial systems.
We help organizations put trust to work for the real world.
Job Role SummaryAs a Premium Client Manager, you will manage some of our largest Enterprise PKI, IOT and TLS clients where you will be responsible for building and maintaining strong client relationships.
The role serves as the primary point of contact, ensuring the client's needs and objectives are met through proactive communication, strategic planning, and cross-functional collaboration with internal teams such as Product, Services, Support, Compliance, and Sales.
Key Responsibilities- Understand and articulate a customer's business objectives and the impact our solutions have on their business objectives.
- Understand how our customers are utilizing our security solutions and recommend additional features that can be leveraged to increase their security posture.
- Develop and proactively manage strong relationships with internal personnel in all functional areas of our organization including Sales, Support, and Product Management.
- Present client business reviews to executive business owners and technical client contacts as well as internal stakeholders.
- Monitor service renewals and expirations to avoid disruption to service.
- Communicate upcoming changes which may impact services.
- Provide expert-level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders.
- Manage client lifecycle to ensure client's business goals are met and they realize value in their investment.
- Drive and maintain a high level of client satisfaction.
- Assist Sales account managers with the renewal of all entitlements and solutions for your clients.
- Provide accurate and timely reporting to meet both internal and client requirements.
- Invest in ongoing self-development to acquire industry-relevant skills necessary to satisfy client's needs.
- At least 2 years of experience in customer success/relationship/account management in the Digital Security, SaaS or Software sector.
- Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired).
- Previous experience with project management/PMP, CAPM, or other Project Management certification (desired).
- Tertiary qualification (advantageous).
- Digital Security Industry certification (advantageous).
- Experience with CRM tools such as MS Office Suite and Salesforce.
- Demonstrable ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and communicate effectively in group settings as well as to senior management.
- Ability to analyze complex situations and work cross-functionally towards a solution.
- Demonstrate the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently.
- Strong organizational skills and detail-oriented, with experience developing and maintaining best practices.
- Customer-centric mindset, with a focus on delivering exceptional service and understanding client needs.
- Excellent written and verbal communications skills.
- Generous time-off policies.
- Top-shelf benefits.
- Education, wellness, and lifestyle support.
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