وصف الوظيفة
Role Overview
Senior Customer Success Manager at Nozomi Networks. This is a remote position.
Company Overview
Nozomi Networks is the leader in OT and IoT cybersecurity. The company defends some of the world's largest organizations and critical infrastructure in more than 68 countries. The AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure. Diversity of thought, background and culture are core beliefs at Nozomi Networks.
Role Purpose
Engage and build meaningful relationships with Critical Accounts to drive high customer satisfaction, successful product use, and customer retention. Serve as the primary point of contact for key customers, understand their success criteria, drive adoption and value realization, address questions, resolve issues, and grow into a trusted customer advocate.
Key Responsibilities
Account Management
- Develop and manage customer portfolio.
- Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
- Be a reliable point of contact and brand ambassador for Nozomi and its products.
Revenue & Retention
- Drive revenue growth by demonstrating successful achievement of customer-guided value measures.
- Minimize customer churn through customer success plans and customer lifecycle management.
Customer Support & Experience
- Resolve customer requests and concerns ensuring improvements to customer experience.
- Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
- Conduct product demos, training and present technical reports to customers articulating value delivered.
Operations & Data Management
- Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
- Develop and execute get-well plans and customer success playbooks.
Cross-Functional Collaboration
- Work across departments ensuring proper customer visibility and outcomes are met.
- Aid in product design and product development through customer feedback.
- Assist in creating training courses and educational materials for other members of the department.
- Evaluate and improve tutorials and other communication infrastructure.
- Engage with CxO to technical staff across the organization.
Qualifications & Experience
- 4+ years of proven experience in a customer success position supporting a technical product.
- Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes.
- 3+ years of experience in IT and network security (OT experience is a plus).
- Previous experience in a TAM or SE role is highly valuable.
Skills & Competencies
- Deep understanding of customer concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.
- Strong organizational skills with strong experience creating and maintaining account notes.
- Technical skills to confidently conduct product demos, training and present technical reports to customers articulating value delivered.
- Experience analyzing and optimizing processes in the Customer Success department.
- Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations.
- Leadership and competency engaging with CxO to technical staff.
- Experience working with brand image and promoting value through customer experience.
- Accountability, personal organization, and ability to multi-task.
- Self-driven and proactive nature.
- Patient and active listener.
- Passion for service.
Additional Information
Health & Wellness, Financial, Work-Life Balance, and Unparalleled Flexible Time-Off benefits are provided, customized to the country you are based in.
Successful candidates will be subjected to background verification checks.