Customer Success Manager

**_Job Title:_**

Customer Success Manager - Canada (Remote)

**_ Role Overview:_**

The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix solutions. The CSM is comfortable consulting with enterprise customer stakeholders from system administrators to Chief Security Officers (CSO) and articulates the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings, and premium support. This role requires spoken and written communication with customers in French and English.
- About the Role:_
- You will be considered the lead customer liaison for strategic, top-revenue accounts, and will host meetings with representatives of the 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
- Lead and own all post-sales activity to create recognizable business value for Trellix's top customers. You will build positive relationships, demonstrate product knowledge, plan and execute on the Customer Success Plan (CSP) to ensure broad adoption of Trellix solutions and consumption of Services
- Lead account reviews with clients to ensure effective usage of Trellix technologies and maintain communication on updates / new features
- Anticipate and monitor at-risk accounts and ensure concerns are managed promptly and appropriately
- Ensure smooth client experience as they interface with various Trellix roles
- Be the customer's voice and provide feedback to internal teams on how we can better serve our customers
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Trellix team members for customer meetings and performing employee mentoring.
- This position will support accounts in Canada and requires spoken and written communicate in both French and English.
- About You:_
- A proven ability to succeed in a fast-paced environment and dynamic industry.
- You have proven experience in sales, support/service delivery, or customer success management experience
- You have a strong sense of ownership with a desire for action and willingness to jump in and role-up your sleeves
- 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
- You thrive in developing deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction
- You have excellent communication and presentation skills
- Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base.
- Experience deploying technology or support services with large enterprise or global customers and the desire for continuous learning and growth
- You are enthusiastic and creative with the ability to inspire, influence and encourage others, in relationships with customers and peers
- You have an analytical and process-focused mindset
- Technical background or equivalent experience
- Traits:_
- High integrity, excellent judgment — you’ll have access to sensitive information and must treat it appropriately
- Highly collaborative — you recognize the value of bringing people along
- Curious — you're eager to learn new concepts; you're willing to admit you don’t know certain things, will ask for help, roll up your sleeves, and learn
- Self-aware — you aren't complacent when it comes to personal growth; you’re receptive to feedback and eager to grow despite one's seniority
- Tenacity — you have a mentality of “the buck stops with me” and always ask “what did I contribute to this situation?”
- Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations

**_ 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.
- Pension and 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.