Responsibilities
- Build strong relationships with all your customers, from team members to executives. Regularly engage with them to understand their business objectives, goals, decision-making processes, and budgeting cycles. Stay connected as organizational changes occur.
- Collaborate closely with the Customer Organization, including the APAC team, peer CSMs, Enablement and Onboarding, and Service Delivery teams, to deliver exceptional value to customers.
- Identify expansion and upselling opportunities, ensuring they align with the customer's strategic goals, and build a strong pipeline to drive future growth.
- Serve as an advocate for your customers, addressing and resolving issues promptly while maintaining high customer satisfaction and review scores.
- Become a subject matter expert on all our offerings, introducing new products and solutions across your entire customer portfolio.
- Drive pipeline creation and close expansion sales each quarter, consistently growing your portfolio's ARR.
- Manage timely renewals, maintaining the current exceptionally low churn rate.
- Travel regularly to meet with customers and attend conferences, strengthening relationships and staying informed about industry trends.
- Collect and share valuable customer feedback, including NPS insights, reviews, case studies, and references.
Requirements
The ideal candidate should be a proven customer relationship builder with a strong track record of learning new technologies and hitting quota. They must love interacting with customers of all levels and fearless in their approach. They should have a proven track record of building trust and confidence in their expertise, demonstrating the ability to investigate and (re)solve obstacles to closing deals.
Must Have
- 5+ years of experience in quota carrying, customer management roles in a high-tech environment with a track record of accomplishment and promotion. Demonstrable quota achievement required.
- Bachelor's degree in a related field
- Clear ability to summarize complex issues with alignment to business requirements.
- Understanding of Customer Success, SaaS and Information Security (mobile application security highly regarded)
- Strong Analytical skills, with the ability to translate data into insights
- Strong follow up, communication and presentation skills
- Self-learner with a tenacious curiosity and ability to multitask and work quickly
- Successful experience in start-up and large company environments
- Completed sales training with pipeline management methodology
