What are the responsibilities and job description for the Customer Success Manager - Central US OR West Coast position at Lancope?
Lancope is seeking an entrepreneurial, versatile and customer-focused individual to help cultivate relationships with our high-value customers while improving overall customer engagement, success, and retention. As Customer Success Manager you will work with Lancope’s largest customers to deliver an exceptional onboarding experience, help customers realize the full value of Lancope’s products and services, and ensure that they achieve success in their business outcomes and goals. If you are creative, enjoy challenges, are passionate about delighting customers and thrive in a fast-moving environment, this is the job for you.
Essential Duties and Responsibilities:
- Function as the primary relationship manager for our highest-value customers
- Establish a trusted adviser relationship with our customers to ensure their overall satisfaction with our products, technologies, and services
- Understand and assess our customer’s business objectives to ensure deployment and adoption activities are aligned to a compelling vision and strategy for Lancope’s products and technologies
- Engage with customer stakeholders to define and measure the value of Lancope’s products and technologies
- Engage with the Sales team throughout the sales cycle to articulate the value of Lancope’s customer success strategies and capabilities to potential customers
- Work directly with our Customer Success, Product, and Development teams to create a positive experience for large customers with escalated needs
- Develop onboarding and getting-started materials for key customers to increase product consumption, satisfaction, and retention
- Develop and refine internal processes to ensure efficient and consistent management of large customer accounts
Qualifications:
- Minimum 5-7 years of experience in account management, professional services or enterprise customer service
- Strong customer focus and passion for helping customers succeed
- Creative problem-solver with great attention to detail
- Proactive and results-oriented, with strong prioritization skills
- Excellent verbal and written communication skills
- Self-starter with versatility to manage a wide variety of projects and new requirements
- Experience with Network and Security products and technologies a plus
- BA/BS preferred