Customer Success Manager

Job Description

• Congratulations, you have taken the first step towards bagging a career-defining role.
• Join the team of superheroes that safeguard data wherever it goes.
• What should you know about us?
• Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance.
• Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise-level, including when shared with external parties.
• Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real-time and at scale.
• Know more about us at www.seclore.com
• You would love our tribe:
• If you are a risk-taker, innovator, and fearless problem solver who loves solving challenges of data security, then this is the place for you!
• A sneak peek into the role:
• As a Customer Success Manager, you will be responsible for managing a portfolio of Seclore's largest and most strategic customers.
• Your primary focus will be to drive customer success, retention, and account growth by ensuring they achieve their expected business outcomes with Seclore solutions.
• You will build long-term, trusted relationships with customers, acting as their advisor and advocate, while collaborating with internal teams to align Seclore’s offerings with their evolving needs.
• Your success in this role will be measured by customer satisfaction, value realization, and long-term loyalty, ultimately turning them into strong brand advocates.
• Here's what you will get to explore:
• In Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.
• Responsible for leading discovery sessions with IT and business users to understand the new use cases / client's business objectives and system/application needs
• With excellent understanding of Seclore’s product features and related technologies, design the solution that best meets the client's requirements
• Proactively create documentary artifacts like business cases, usage scenarios, solution blueprints, FAQs, meeting notes etc.
• Support the various internal customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the project
• Become an expert on the customer’s Seclore deployment and their trusted advisor for their strategic business direction
• Present the Seclore value proposition and product features to audiences ranging from senior executives to technical stakeholders to functional teams
• Educate customers on the value they can generate from the power of their Seclore solution Ensure customers employ best practices and their Seclore solution is optimized for maximum value Build and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companies
• Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience
• Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to develop and execute on account plans that results in customer references, retention and account growth
• Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
• As the customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed
• Gather customer product feedback and communicate with product management to shape product roadmap development
• Work with the customer team to achieve timely contract renewals and opportunities for upsell/cross-sell
• CSM should be able to build and nurture a team in future.
• Need to have experience with endpoint security products like DLP, Classification, DRM
• Need to have consulting skills
• Drive value realization and strategic discussions with customers - expected from such a senior person
• We can see the next Entrepreneur At Seclore if you have:
• Bachelor’s 12+ years of experience in handling end to end customers relationships, preferably in the SaaS industry
• Leading deployment of software business applications or providing strategic advisory services and account management services or previous customer success management
• Proven track record of successfully managing customer relationships and delivering results Strong consulting background
• Proven ability to build and maintain strong and trusting relationships with a diverse set of internal and external constituencies including senior level executives, IT/InfoSec and functional teams Proven ability to build and sell business cases to customer teams
• Excellent organization, project management, time management, and communication skills Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to lead cross function business and technical teams to deliver solutions and provide timely issue resolution
• Strong understanding of business processes and their implementation into enterprise business applications
• Team player who will innovate to continue improving the way Seclore serves its customer
• Bachelor’s degree in technology, business, or related field (MBA preferred) Ability to travel 60%+ of the time
• Highly energetic, with a passion for helping customers, achieve expected business outcomes Multitasker with willingness to 'roll up sleeves' and assist wherever needed
• Deep credibility in inspiring confidence in C-level decision makers
• Extensive business process management experience and expertise- ideally in the areas of Government, banking, financial services, insurance, and manufacturing
• Previous experience with a major systems integrator and/or a customer success function preferred
• Experience with SaaS/Subscription solution offerings is a plus Knowledge of information cyber security
• ***Let’s build the future of data security at Seclore together.***