Customer Success Manager - Secureworks - (US Remote)
Company: Dell
Location: Marietta
Posted on: October 4, 2024
Job Description:
Customer Success Manager -Secureworks - (NASDAQ: SCWX) is a
global cybersecurity leader that protects customer progress with
Secureworks - Taegis---, a cloud-native security analytics platform
built on 20+ years of real-world threat intelligence and research,
improving customers' ability to detect advanced threats, streamline
and collaborate on investigations, and automate the right
actions.------We enjoy competitive compensation and benefits
packages, and reward and recognize our employees for exceptional
results. A constant focus on continued learning and growth keeps
our team members engaged and excited about "what's next." We offer
flexible work options when available, and emphasize the importance
of work-life balance. We know that when our people are rewarded,
recognized, and rejuvenated, we win as a team.Happy customers are
the lifeblood of any company. As a Customer Success Manager, you
will be a trusted advisor for our strategic accounts and
responsible for ensuring customers are successfully leveraging
Secureworks' software to achieve business value and a return from
their investment with Secureworks. You will work closely with our
customers focused on increasing value, retention, customer
satisfaction and expansion opportunities. -Role Responsibilities -
-
- -Building and nurturing long-term relationships with customers
to solidify our commitment and partnership to their success. -
- Ensure that customers derive maximum value from their
investments in Secureworks by driving customer adoption, usage, and
satisfaction to help achieve renewals, product expansion, and new
growth. -
- Develop an in-depth understanding of customer success criteria,
initiatives, and use cases that support short- and long-term
business goals of each customer based on their unique use cases.
-
- Provide continuous customer education on the Secureworks
product portfolio including new products, features, and
enhancements. -
- Generate regular/on-going proactive Security Protection Reviews
(SPRs) focused on customer engagement, ensure product adoption is
occurring, provide recommendations and to continually align on
business goals. - -
- Monitor the customer's progress towards achieving their KPI's.
-
- Create and activate a plan with customers that results in BOTH
business value outcomes and team behavior if the customers are not
achieving key objectives/goals. -
- -Collaborate with cross-functional teams to synthesize customer
feedback and offer informed opinions on potential solutions and
enhancements. -Minimum Requirements - -
- Minimum of 4+ years' experience in Customer Success or
equivalent history of increasing customer satisfaction, adoption,
and retention. -
- Minimum of 1 years of experience working in a SaaS environment
-
- Minimum of 2 years of experience in network security or related
discipline -
- Minimum of 3 years of experience leading presentations (remote
and in person) to external customers, managing accounts and
interacting with C suite management and technical personnel -
- Solid understanding of technical concepts to provide high-level
guidance with implementation and solutions. - - -Preferred Skills -
- Showcase a bias for action and demonstrate a passion for
technology -
- Ability to work in a fast-paced multidisciplinary environment,
prioritizing efforts and managing customer expectations -
- Ability to reconcile different points of view in meetings and
summarize results concisely -
- Familiarity with a CSM tool like Hubspot/Totango/Gainsight a
plus.
- Extensive expertise in maintaining customer loyalty
- Engaging in procurement dialogues and tackling objections
effectivelySecureworks is committed to the principle of equal
employment opportunity for all employees and to providing employees
with a work environment free of discrimination and harassment. All
employment decisions at Secureworks are based on business needs,
job requirements and individual qualifications, without regard to
race, color, religion or belief,---national, social or
ethnic---origin, sex (including pregnancy), age, physical, mental
or sensory disability, HIV status, sexual orientation, gender
identity and/or expression, marital, civil union or domestic
partnership---status, past or present military service, family
medical history or genetic information, family or parental
status,---or any other status protected by the laws or regulations
in the locations where we operate. Secureworks will not tolerate
discrimination or harassment based on any of these
characteristics.Job ID:R254914
Keywords: Dell, East Point , Customer Success Manager - Secureworks - (US Remote), Executive , Marietta, Georgia
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