JOB SUMMARY

The Mid SMB Customer Success Manager (15781) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

QUALIFICATIONS AND SKILLS

• Associate’s degree or equivalent work experience and education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• Experience with web Browsers (Chrome, Internet Explorer,
• etc.)
• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager preferred

ADDITIONAL REQUIREMENTS

Competencies:

• Excellent verbal and written communications
• Superior Customer Service skills
• Excellent time management and organization skills
• Ability to build a rapport through phone calls, email and video conferencing
• Strong collaborative and teamwork skills
• Strong negotiation skills
• Must be able to work with minimal supervision

• Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change managementactivities
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics