Customer Success Manager
Job description
A Customer Success Manager role at FireMon owning large strategic accounts to drive customer satisfaction, adoption, retention, and growth. The CSM partners with customers through onboarding and implementation, tracks outcome value, and acts as a subject matter expert and primary contact.
At a glance
- Work mode
- Remote
What you'll do
- Align with Sales to begin a relationship with customers early in their journey with FireMon, setting the stage for a partnership
- Lead several onboarding engagements with customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey
- 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
What we're looking for
- 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
Nice to have
- Active technical certification – CISSP level or similar industry related certification
- 3+ years of experience in technical project management, technical account management, Consulting, Sales Engineering, or similar customer facing role
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About FireMon
FireMon delivers Network Security Policy Control for the Modern Enterprise.
FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.
Mission
We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out.
Key facts
- Network Security
- Created the first-ever network security policy management solution
- Delivered command and control over complex network security infrastructures for more than 1,700 customers
- Provides persistent network security for hybrid environments through real-time asset visibility, continuous compliance, and automation
What they value
- Our customers have unique and complex security problems that are difficult to solve. This doesn't intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success.