Customer Success Manager

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

A Customer Success Manager is an energetic and enthusiastic person with a drive to engage with BeyondTrust customers, connect with them as people and ensure they realize the best value possible from their purchase. By leveraging Success Plan templates and internal Customer Success tools and platform, the CSM will be responsible for guiding their customers through the various milestones of the customer journey (onboarding, implementation, steady state, etc.). By acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust.

What You’ll Do

• Work to execute a world-class customer experience using internal tools, templates, and processes.
• Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc.
• Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and
• accelerate adoption of our products
• Manage escalated customer satisfaction issues as needed
• Cross-collaborate with Sales on escalated accounts, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products
• Educate our customers about upcoming opportunities, training, webinars. Ensure they are aware of upcoming campaigns, events, and forums and the value it brings them with their current / future investment
• Advocate for the customer – ensure they see relevant case studies, know about upcoming release details and new products. Report internally on customer issues and feature requests, ensure their product requests are considered
• Examine health check findings and ensure actions are created, tracked, and closed in a timely manner by the teams who own them, facilitating the resolution across the various teams who make own the actions.

What You’ll Bring

• 2+ years previous Customer Success / Customer Management experience.
• Experience in success plans and customer health scoring.
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment.
• Experience in tracking actions, resolving issues, and de- escalating customer concerns.
• Excellent verbal and written communication skills
• Proactivity is a must.

Nice To Have

• BeyondTrust products knowledge.
• Experience in technical presales, technical account management, professional services, and/or technical customer success management.
• Cyber Security and Software trends.
• Salesforce experience.
• Gainsight experience.
• FinancialForce PSA experience.
• MS Office.

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com. 

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