Customer Success Manager

hace 2 semanas

Desde casa, México Cognyte A tiempo completo

**Primary Responsibilities**:

- Manage complex Enterprise client relationships throughout the post-sales customer life cycle.
- Collaborates with multiple internal stakeholders to generate successful customer experiences across the onboarding, adoption, enablement, expansion, and AMC renewal phases
- Ensure/promote value realization by closely engaging with end users, sponsors and decision makers.
- Drive retention and growth by understanding customers’ business objectives and helping them be successful.
- Achieve customer adoption by managing training and developing best practices to continually create incremental value.
- Maintain a cadence of communicating with customers, proactively mine opportunities for deeper engagement and relationships development.
- Monitor customer KPIs and health score to assure customers are satisfied and are maximizing value with Cognyte’s products.
- Act as the voice of the customer to improve the effectiveness of the expansion sales process, product development, and engineering services.
- Build relationships with internal/external stakeholders to deepen engagement and understanding of Cognyte’s products.

**Experience**
- 5 years’ experience in customer facing post-sale activities with proven experience in the CS domain.
- Previous customer facing role working with global, B2B, large customers, at C-Level executives as well as users, preferably in the government sector.
- Proven track record with implementing customer success processes and driving value to customers working with SaaS and non-SaaS products.
- Technical Background/ Experience in a technical role (Presale engineer/T2 Support / TAM / Project Manager) with proven experience as a CSM in the past 3 years
- Proven experience in leading on-boarding and renewal processes for complex on premises as well as SaaS products.
- Outstanding presentation skills with the ability to communicate technical concepts to technical and non-technical audience.
- Excellent verbal and written communication skills in English.
- Experience with data analysis tools.
- Industry knowledge - an advantage.

**Skills and qualification**
- Customer obsessed
- Business acumen/ Business oriented
- Self-motivated with proactive approach
- Relationships builder
- Strong collaborator & strong communicator
- Able to build long-term relationship and trust
- Methodology and process oriented
- Data driven, analytical
- Assertive
- Can-do attitude and a team player
- Function well under pressure

Career Page:
Customer Service & Support

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