Senior Customer Success Manager
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Key skills for this role
About the Role
Delinea is looking for a Senior Customer Success Manager to manage assigned customer accounts, drive retention and loyalty, and champion customer-centric solutions.
Key Skills for This Role
Responsibilities
- Be the client advocate and product specialist for assigned customers
- Develop and implement scalable methods for communicating best practices to customers
- Identify at risk accounts and take appropriate action and/or escalate as needed
- Deliver remote services to new and existing customers including software installation and configuration, onboarding, and training
- Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health and communicate results with regional sales team, support and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Review client requests with technical support, product management and regional sales team and escalate as necessary
- Schedule and conduct regular reviews with customers and communicate results
- Develop, prepare, and nurture customers for advocacy
- Responsible for ongoing customer communication re: introductions, announcements, events such as User Conferences, webinars, etc.
Requirements
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Knowledgeable in privilege access management and cybersecurity best practices
- Comfortable interfacing directly with complex, multi divisional, multi geographical clients, preferably at the director level
- Ability to understand high level technical aspects of the product and provide business and technical solutions
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi task, problem solve, and work cross functionally in a dynamic environment
- Excellent verbal and written communication skills
Full Job Posting
About Delinea
- Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization.
- Delinea’s cloud native Identity Security Platform applies AI powered intelligence across the entire identity lifecycle.
- The platform enables discovery of all identities, assignment of appropriate access, detection of irregularities, and real time threat response.
What You’ll Do
- Be the client advocate and product specialist for assigned customers
- Develop and implement scalable methods for communicating best practices to customers
- Identify at risk accounts, and take appropriate action and/or escalate as needed
- Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training
- Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health, and communicate results with regional sales team, support and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Review client requests with technical support, product management and regional sales team and escalate as necessary
- Schedule and conduct regular reviews with customers and communicate results
- Develop, prepare, and nurture customers for advocacy
- Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc.
What You’ll Bring
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Knowledgeable in privilege access management and cybersecurity best practices
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc. is a big plus
- Comfortable interfacing directly with complex, multi divisional, multi geographical clients, preferably at the director level
- Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi task, problem solve, and work cross functionally in a dynamic environment
- Excellent verbal and written communication skills
Why work at Delinea?
- We're passionate problem solvers helping the world's largest organizations protect what matters most: their human and machine identities.
- We invest in people who are smart, self motivated, and collaborative.
- What we offer in return is meaningful work, a culture of innovation and great career progression.
- We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, pension/retirement matching, comprehensive life insurance, employee assistance program, time off plans, and paid company holidays.
About TALENTMATE
- TALENTMATE Portal is a platform to bring jobseekers & employers together.
- Applicants are advised to research the bonafides of the prospective employer independently.
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