12 days old
2018-05-142018-06-11

Customer Success Manager

Arlington, VA 22202
  • Job Code
    620733

Our client, a leader in the Cyber Security software product industry, is searching for a Customer Success Manager to be a client advocate and support professional for the company's growing customer base.


Responsibilities:


As a Customer Success Manager, you will focus in these areas:


Account Management



  • Build customer relationships and ensure customer satisfaction
  • Take the lead in helping our customers achieve full integration and implementation of software solution(s) into their organization's operating procedures. This includes:


    • Overseeing the onboarding of new customers
    • Configuring or overseeing the configuration of systems to meet the customer's use cases
    • Provide customer training or demonstrations of functionality
    • Gather requirements for enhancing the customer's experience with the systems

  • Schedule and participate in ongoing customer follow-up discussions (30 and 90 days post onboarding and ongoing on a minimum quarterly basis, or more as needed). Present product roadmaps to customers to keep them up-to-date on upcoming releases.
  • Manage client issue/conflict resolution
  • Identify client product use (client roadmap) and where cyber solutions can solve client needs
  • Communicate effectively with both internal and external teams to ensure customer satisfaction, which includes providing input from clients to product and executive team on requirements and capabilities
  • Assist in drafting of Statement of Work documents for any custom projects requested by the customer
  • Coordinate any client deadlines for a software product solution
  • Ensure correct client contacts are updated in internal systems (CRM and Zendesk)
  • Act as client advocate to the product management/executive team
  • Update CRM with checkpoint/meeting summaries, customer status and correct points of contact


Sales



  • Assist Sales team with product and customer knowledge
  • Join Sales calls and provide technical/product knowledge as needed


Marketing



  • Assist marketing team with any Mission Center, Soltra and Cyber Defense Network product specific information, images, etc. needed for marketing communications


Qualifications :



  • College degree
  • 3-5 years customer service background
  • 3-5 years project management experience (PMP certification a plus)
  • Experience using and configuring software applications (Liferay, Sharepoint, etc)
  • Cyber Security background/experience is a plus

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Randstad Technologies
Arlington, VA 22202

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