Customer Success Manager, SpyCloud

• Self-starter with a drive to succeed
• Proficient in both oral and written communication, able to tailor message format and content to specific audience(s)
• Superior active listening skills
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Excellent analytical capabilities to break down complex tasks into executable and measurable steps
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Capability of talking to and staying abreast of technical developments at SpyCloud
• Ability to deal with complex customer relationships
• Familiarity with Software as a Service (SaaS) solutions

Desirable

• The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs
• This is an ongoing customer relationship management role focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining customer relationships is required
• Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
• Communication Channels:
• Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals
• Action Planning:
• Create, execute, and oversee action plans to track customer activities and projects, ensuring engagement by appropriate parties throughout
• Customer Engagement:
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
• Identify upsell opportunities based on customer needs or new product rollouts
• Revenue Growth:
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption
• Reporting:
• Inform and report account status to the Customer Success Director, Team Lead