Customer Success Manager

1 week ago


Toronto, Ontario, Canada Allen Recruitment Consulting Full time

Our client, a branded global cybersecurity company, is seeking a passionate and mission-driven Customer Success Manager (German) to act as the customers day-to-day contact for products in the Network Security portfolio, establishing relationships with them in order to understand security and business priorities, provide guidance, and share operational best practices for their secure environments.


Mode:
Hybrid – Temporary contract

ASAP
Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption

Coach customers on how to establish and implement their Network Security change management, governance, the center of excellence programs

Identify and escalate risks and issues to the customer and Support team to achieve client success

Identify risks to customers' subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness

Monitor key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics

Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues

Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team

Fluent German

Experience with account management, customer success, consulting or similar roles related to driving customer success and adoption

Experience in or ability to work with technical support and/or professional services within the high-tech industry

Experience with a SaaS solutions company and/or an enterprise software company

Strong consulting and project management skills

Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity

Submit your CV (in a Microsoft Word format) today
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