Customer Success Manager

4 days, 10 hours ago
Full-time
Mid Level
Customer and Technical Support
FireMon.com

FireMon.com

FireMon.com specializes in enterprise security management by providing a proactive Security Intelligence Platform that helps organizations identify and mitigate network security risks, optimize firewall policies, and automate compliance processes in re...

Professional Services
201-500
Founded 2004
$40M raised

Description

  • Partner with Sales early in the customer lifecycle to establish strategic account relationships.
  • Lead customer onboarding and implementation engagements through completion.
  • Define customer desired outcomes and drive time to value, adoption, engagement, and satisfaction.
  • Conduct regular customer touchpoints and experience reviews to assess satisfaction and expand product usage.
  • Implement and share operational best practices that help customers maximize ROI from FireMon.
  • Analyze log data and usage patterns to provide adoption and satisfaction guidance.
  • Serve as the primary interface for managing and resolving critical customer situations.
  • Provide project leadership for major customer FireMon initiatives and manage competing requests across accounts.
  • Coordinate with Support, Development, and Professional Services on tickets, projects, releases, upgrades, and early-access programs.
  • Partner with internal teams to identify expansion opportunities and provide customer feedback to Product Management, Development, and Support.

Requirements

  • 4+ years of customer experience or account management experience in the network security space, or equivalent experience.
  • Bachelor's degree in a relevant field or equivalent experience.
  • Ability to explain technical subjects to non-technical stakeholders in large enterprises.
  • Proven ability to build credibility and trust with customers and internal stakeholders by understanding their requirements.
  • Experience managing valuable, outcome-based relationships across a diverse customer account base.
  • Excellent communication and organizational skills.
  • Ability to work independently and collaboratively as a motivated self-starter.
  • Interest in security and network monitoring technologies and learning FireMon products and services.
  • Willingness to travel based on customer and business needs.
  • Active CISSP-level or similar technical certification and 3+ years of experience in technical project management, technical account management, consulting, sales engineering, or a similar customer-facing role (preferred).

Interested in this position?

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