Customer Success Manager

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FireMon

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $40M Debt Financing on 2020-08

Cybersecurity • Enterprise • SaaS

FireMon is a leading provider of security solutions focused on firewall policy management, cloud security operations, and cyber asset discovery and identification. The company offers a range of products that streamline security operations and automate workflows, helping organizations manage risks, enforce compliance, and detect and mitigate threats in both cloud and firewall environments. With over 20 years of experience, FireMon serves diverse industries such as healthcare, financial services, retail, manufacturing, and technology. Its solutions are designed to increase visibility, reduce risk, and manage changes across hybrid network policies.

📋 Description

• You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership • You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey • You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction • Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end • Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon • Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products • Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Provide project leadership and organization for customers’ major FireMon project initiatives. • Maintain current functional and technical knowledge of the FireMon product line. • Document, prioritize and manage competing requests across simultaneous client engagements. • Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.

🎯 Requirements

• 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent) • Excellent communication and organization skills • Highly motivated self-starter who can work well within teams or individually • The ability to explain technical subjects to non-technical personnel in large enterprises • Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements • Experience maintaining valuable and outcome-based relationships with a diverse customer account base • Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology • Bachelor's degree in relevant field, or equivalent experience • Willingness to travel based on customer and business needs

🏖️ Benefits

• FireMon provides equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.