Customer Success Manager

The Client Success team focuses on delivering an exceptional customer service experience to our clients. A great Client Success Manager (CSM) is first and foremost a driven project manager who puts clients at the center of business decisions. They consider the client’s experience and will strive to exceed those expectations. The CSM is charged with providing a seamless post-sales on-boarding experience for our clients, day to day support and guidance to ensure complete client satisfaction, while identifying opportunities to provide additional services to our clients. This role is critical to developing long term client relationships, client retention and continued development of our technology and products.

WHAT YOU'LL DO

• Be the primary operational point of contact to a group of clients, providing exceptional customer service with a focus on execution and problem solving
• Be responsible for provisioning new clients, acting as the first point of contact and escalating issues to the appropriate cross-functional team members as needed
• Define goals for your clients and manage/verify these are met with our service offerings via monthly or weekly reports that encourage meaningful client engagement
• Recognize the opportunities to provide additional services to clients and share that information frequently with the sales organization and product management team
• Troubleshoot client issues as they are identified and work to proactively identify potential issues and offer solutions
• Maintain high level of customer engagement and satisfaction to ensure existing clients promote Fortra's services to prospects in the market
• Proactively share ideas and feedback while working with Product Management and the Security Operations team to drive improvements in our systems, software, and procedures which enhance client services
• Work with Product Management and Engineering teams to identify and assist in prioritizing changes to the roadmap, based on client feedback
• Develop account reviews for company leadership and provide regular status updates for client advocacy
• Act as liaison between the company and the customer when escalation of critical service issues is required
• Document client requests and feedback with regard to services operations, web portal, and processes

QUALIFICATIONS

• 3+ years of experience working in a project environment where you were the first point of contact to diverse clients; this experience within a technology company is strongly preferred
• Excellent communication skills – you are the face of the company to our clients, so the ability to think and react professionally while under pressure is required; must also have the ability to positively influence at all levels (primarily technical contributors, sales executives, and senior management)
• Crisp presentation skills and a creative mind set, with the ability to troubleshoot issues quickly and effectively
• Experience managing clients both large and small and knowing how to customize your approach to meet their specific needs and style
• Must be extremely agile and able to manage multiple tasks and priorities simultaneously on tight deadlines
• Well-organized with excellent follow up skills
• A passion for customer advocacy and streamlining the customer experience
• An ability to learn and understand, at a high level: cyber-attacks, hacking techniques, and associated defensive techniques
• Experience working in a start-up environment would be ideal – we need someone who will “roll up their sleeves and get it done” even if the task is not included in these bullets
• A bachelor’s degree in business or related field strongly preferred
• Ability to read, write and speak another language is a plus, but not a requirement