Customer Success Manager
- CBNITS
- 5 - 7 years
- Bengaluru
- 3 months ago
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Job Description
Role & responsibilities:
- Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams
- Serve as a customer advocate in influencing product roadmap and improvements
- Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
- Be a Go-To customer expert on security solutions and become a Subject Matter expert over time
- Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.
Preferred candidate profile:
- Minimum 5 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles
- Understanding SASE architecture and value proposition
- In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
- Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
- Knowledge of Linux (including BASH and Python scripting)
- Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
- Strong consulting and project management skills
- Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization
- Ability to multi-task and work in a fast-paced environment
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: CBNITSLocation(s): Bengaluru+ View Contact
Keyskills: Networking Concepts Presales Networking Sales Post Sales Customer Focus Customer Engagement
Fraud Alert to job seekers!
₹ 50,000-3 Lacs P.A
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