Customer Advocacy Manager
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Key skills for this role
Key Skills for This Role
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WHAT YOU'LL DO
Build strong, trusted, and influential relationships with customers and the Secure Data Exchange organization
Provide leadership and day-to-day direction for the delivery of Secure Data Exchange services to customers
Assist with all facets of customer retention including proactive risk identification and mitigation
Develop and maintain effective communication with customers on a regular basis
Liaise between customers and Secure Data Exchange Support, Product, Sales, Development, and Cloud teams to resolve customer needs and concerns
Develop strong understanding of Secure Data Exchange products, customer use cases, and specific values to each of the customers under management
Own and coordinate the Root Cause Analysis process, working cross-functionally to gather the required information and drive timely, accurate outcomes
QUALIFICATIONS
- 3+ years relevant customer success or 5+ years of support experience with any relevant industry experience (e.g. MFT, cloud, Automation) highly desirable.
- Bachelor’s degree in Computer Science/MIS, or equivalent combination of education and experience
- 2 years of experience in a CSM I role or 4 years of experience in a support role.
- Familiarity and knowledge of IT, Managed File Transfer and cloud technology concepts.
- Experience with account management in CRM systems (Dynamics and Salesforce).
- Strong interpersonal, written, and verbal communication and negotiation skills.
- Along with strong communication skills, have strong active listening skills, with the ability to understand customer needs, ask effective questions, and build trusted relationships.
- Able to confidently challenge and influence internal stakeholders when necessary.
- Excellent attention to detail and good creative problem-solving abilities.
- Ability and willingness to travel.
- At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
About Fortra
Private cybersecurity company providing offensive and defensive security software and services to organizations worldwide.
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