Senior Customer Success Manager

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Fenix24

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2009

💼 Consultoria

📦 Logística

🔒 Cibersegurança

Consulting • Logistics • Cybersecurity

A Fenix24 é a líder mundial em recuperação de incidentes e resiliência cibernética, especializada em rápida recuperação de ransomware, resposta a incidentes e restauração garantida de operações. A empresa combina avaliações, remediação, serviços de proteção gerenciada e software de ativos e resiliência com uma equipe de recuperação testada em campo e resposta de uma hora para ajudar organizações de diversos setores a se recuperarem e se defenderem contra ataques cibernéticos avançados.

Descrição

• Drive product adoption, customer growth, value, retention, and partnership with Enterprise customers • Develop and execute comprehensive customer success strategies • Analyze industry trends and customer feedback to inform strategic decisions • Establish and maintain relationships with key customers and stakeholders • Understand customer business issues, value, and desired outcomes and recommend solutions based on Fenix24 best practices • Mentor CSMs and support their development • Identify growth opportunities and assist Sales with upsell opportunities • Build customer trust through regular touchpoints and Quarterly Business Reviews • Provide thought leadership for the customer success team and strategic account-expansion planning • Develop understanding of Fenix24 services and align them with customer programs • Help develop customer communication plans for different client needs and verticals • Collaborate with Engineering, Product, Sales, Support, and Executives to complete customer goals, represent the customer voice, and manage escalations • Deliver client reporting to C-suite executives, translating technical metrics into business-value cases • Administer contracts in a service-delivery environment • Perform additional responsibilities as assigned

🎯 Requisitos

• 5+ years of experience in Customer Success management roles • Demonstrated success partnering across company verticals to increase customer adoption and success • Understanding of client budget cycles and their effect on annual recurring revenue models • Strong written and oral communication skills • Strong relationship-building and leadership capabilities • Cross-functional management skills across multiple internal and external departments • Advanced analytical skills • Ability to translate raw reports into customer-facing documents using business intelligence software and/or MS Office tools • Previous experience working with technology partners selling products in an MSP space • Experience administering contracts in a service-delivery environment • Understanding of information technology and managed-services best practices • Experience with service-level agreement and contract management • Experience with service delivery in a managed-services practice organization • Server, network, storage, and/or security support experience • Practical application of InfoSec principles