Technical Customer Success Manager (Remote)

at  ordr

Ordr is looking for a Technical Customer Success Manager (TCSM) is responsible for developing customer relationships that promote retention and loyalty. Our TCSMs work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.
This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the Manager of Technical Customer Success Operations, the work is remote, located in the U.S.A.

EXPERIENCE & QUALIFICATIONS

• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.
• Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
• Strong empathy for customers AND passion for customer success.
• Must have strong switch and router expertise. CCNA or higher preferred.
• Must have some Linux, VMWare ESXi, and Firewall knowledge.
• 802.1x/NAC, Cybersecurity, Vuln management.
• Strong communication, interpersonal, and customer service skills.
• The ability to relate technical information to non-technical customers.
• Excellent communication, documentation, and presentation skills.
• Experience with CSM and CRM tools.
• Diplomacy, tact, and poise under pressure when working through customer issues.
  As an equal opportunity employer, we are open to considering every qualified candidate who is eligible and legally authorized to work in the United States on a full-time basis, without a need for sponsorship
  Salary Range: $120,000 - $150,000. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.

• Guiding the customer during on-boarding and for the life of the subscription.
• Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements.
• Lead a customer onboarding experience, adoption, and expansion across a range of relationships.
• Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption.
• Identify and escalate risks to the customer and support team to achieve client success
• Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments.
• Identify risks with our clients actively and collaborate with internal teams to remediate client concerns.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities.
• Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer’s success.
• Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer.
• Coordination leveraging Ordr’s technical resources to help resolve customer issues and drive adoption.
• Track and report on customer health, status, projects, progress, and issues,
• Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
• Manage customer projects and work with partners to achieve success.
• Develop and nurture customers to become Brand Ambassadors on behalf of Ordr.