Customer Success Leader

Wiki > Customer Success Leader

a talented, results-oriented, energetic and highly motivated individual to join our Customer Success Team. The Customer Success Leader works closely with customers to understand their business requirements and strategic IRP initiatives.  The CSL acts proactively to ensure platform usage and contributes to the overall customer satisfaction by demonstrating and helping customers recognize value from the Resilient platform

Key Responsibilities:

Build and maintain strong relationships with new customers from the point of initiation

Manage customer expectations; provide focal point for business issues / questions / escalations

Provide updates/progress as necessary to Resilient management.

Provide consistent and accurate reporting, methodologies, and processes for all existing customers

Build and maintain a healthy relationship with members of Sales, Product Management, Engineering, Support/Services and engage as necessary to address customer matters

Track service level attainment as defined by the customer’s contract

Schedule and conduct Business Reviews, onsite visits or remote

Coordinate onboarding services in support of the customer’s software solution (i.e. – Master admin training) This is an internal example – I assume this would be removed from the final JD.

Track ELA deployments and escalate at risk accounts to mitigate revenue reversal risk to the business.

Recommend new solutions in conjunction with customer strategic objectives

Accountable for renewal management

Qualifications

Rounded business skills with ability to understand customer business needs

Ability to problem solve for clients and internal needs

Excellent interpersonal skills with ability to communicate clearly and concisely

Possess strong written and verbal communication skills with presentation skills at the management level.

Love to help customers – Is passionate about helping solve real issues

General understanding of certificates, intrusion detection systems, log management, security compliance best practices and other security related domains.

Several years of customer-facing experience as well as user exposure to Python, Certificates/Key Management, PostgreSQL, LDAP/Active Directory, web services, and Linux. (This skillset may unnecessarily limit the right candidates from applying.)

Must be organized, have an eye for detail, and be able to put ideas into a tangible form

Ability to prioritize and manage work to critical project timelines in a fast-paced environment and to develop new approaches to complex problems

Bachelor’s Degree or equivalent in Computer Science or applicable work experience

25% travel may be required

English : Fluent..