Senior Customer Success Manager
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Key skills for this role
About the Role
Delinea is hiring a Senior Customer Success Manager to manage customer accounts, drive retention, and ensure positive experiences with their identity security platform. The role requires experience in customer success, knowledge of privilege access management, and strong communication skills.
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 or escalate as needed
- Deliver remote services to new and existing customers including software installation, 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
- 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 regarding introductions, announcements, events
Requirements
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Knowledgeable in privilege access management and cybersecurity best practices
- Experience with Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic 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 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.
- Leveraging AI powered intelligence, Delinea’s leading cloud native Identity Security Platform applies context throughout the entire identity lifecycle.
- It is the only platform that enables you to discover all identities, assign appropriate access levels, detect irregularities, and respond to threats in real time.
Position Summary
- The Customer Success Manager is responsible for the day to day management of assigned customer accounts.
- This includes working closely with sales teams, professional services, technical support, sales operations, and product management.
- This position focuses on championing customer centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty.
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, events.
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.
Core Values
- Spirited We bring energy and passion to everything we do.
- Trust We act with integrity and deliver on our commitments.
- Respect We listen, value different perspectives, and work as one team.
- Ownership We take initiative and follow through.
- Nimble We adapt quickly in a fast changing environment.
- Global We embrace diverse people and ideas to drive better outcomes.
Benefits
- We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.
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