Customer Success Manager

hace 4 días


Mérida, Yucatán, México Kwan Technology Inc A tiempo completo

As a Customer Success Manager at Kwan Technology Inc, you'll be part of a pioneering team on our client's product portfolio. Your mission is to educate customers on the value of machine identity management and its potential impact on their business. You'll dive deep to understand their needs and work to ensure they achieve their business goals with our client.

You will actively manage a group of customers on their journey from implementation to ongoing support. You'll be the guide to our client's customers in understanding the importance of machine identity management and how they can creatively address their security needs.

**Key Responsibilities**
- Drive customer intent to renew by promoting the adoption of our client's software to achieve customer business outcomes through a Customer Success Plan.
- Maintain customer health and introduce new features as they become relevant on the customer journey.
- Analyze accounts to identify churn risk and work proactively to eliminate that risk.
- Educate champions and their teams on the value of machine identity management and help uncover and guide them to solve new use cases.
- Act as a trusted advisor to each customer, helping to drive the continued value of our products and services, while providing thoughtful leadership and challenging business and technical stakeholders.
- Organize sessions and/or QBR with internal and customer stakeholders.
- Guide new customers through their onboarding process to achieve a short time to value.
- Contribute to initiatives within the customer success team to improve the customer experience for all tiers.
- Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing.
- Help customers address existing and new use cases by demonstrating functional knowledge of our client's products.

**Requirements**:

Minimum 3-5 years in software customer experience management.
- Flexible availability to support AEDT business hours (APAC Customers)

Example schedule: Sunday to Thursday from 2 PM PST to 10 PM PST with some flexibility based on customers' needs
- Experience managing accounts with a software platform that solves complex problems, across many business units
- Scrappy mentality, willing to get hands dirty
- Proven ability to educate, build, and maintain relationships with executive decision-makers.
- Experience in delivering outstanding customer service and supporting and driving customers to their business outcomes
- Excellent creative and critical thinking skills and ability to be preemptive.
- Strong communication and presentation skills, much of the day-to-day is spent thinking of and presenting solutions to customers.
- Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our customers.
- Proven ability to manage multiple complex customer journeys at once.
- Show a proactive approach in working with Customers

**What sets you apart?**
- Customer Success Experience in a SaaS-based Security software environment.
- Named, global or large enterprise account management experience
- Knowledge in the Machine Identity Management area


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