Senior Customer Success Manager, SpyCloud

• Self-Starter:
• Self-starter with a drive to succeed
• Cross-Functional Collaboration:
• Ability to work cross-functionally with sales, marketing, legal, revenue operations, and product to effectively manage and grow the channel customer base
• Channel Partner Management:
• Manage channel partner relationships to develop programs, strategies, support materials, and identify customer opportunities
• Program Documentation:
• Be well-versed in all channel partner agreements, negotiations, programs, and terms as they apply to each and effectively document them
• Customer Support:
• Support customers throughout the channel experience
• Technical Aptitude:
• Strong technical aptitude with the capability of talking to and staying abreast of technical developments at SpyCloud
• BA/BS/Undergraduate degree required

Desirable

• The Sr. Channel Success Manager maintains a long-term relationship with SpyCloud channel partners, providing a main point of contact post-sale with a focus on program documentation, customer relationship building, upgrades, enhancements, and continued collaboration
• This is an ongoing management role focused on increasing revenue while providing a solid continuum across all elements of the post-sale channel lifecycle
• Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
• Relationship Management:
• Build, leverage, and sustain relationships with channel partners and internal cross-functional teams to maximize success
• Action Plan Execution:
• Create, execute, and oversee action plans to track customer activity and projects, ensuring engagement by appropriate parties throughout
• Revenue Growth:
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption
• Business Driver Monitoring:
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
• Value Proposition Articulation:
• Effectively articulate value propositions, create interest, and generate excitement by developing customer presentations
• Proactive Solutions:
• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction
• Account Reporting:
• Inform and report account status to the Director of Channel Success
• Creative Solutions:
• Identify creative solutions for strategic customer accounts
• Global Management:
• Ability to manage channel partners and associated customers in a global environment, including experience with different cultures, languages, and time zones
• Renewals Management:
• Manage renewals in conjunction with the reseller and SpyCloud renewals team
• Understand channel margin/pricing for upsell and renewals
• Multi-Tiered Relationships:
• Maintain and develop multi-tiered relationships with end-user customers and their associated reseller education, including training of end users in SpyCloud technology
• Identify upsell and cross-sell opportunities within the end-user customers
• Expected Indicators:
• Revenue Achievement:
• Revenue generated from channel partner renewals and upsells
• Achievement of growth targets for channel partners
• Customer Satisfaction:
• Customer satisfaction scores related to post-sale support and engagement
• Feedback from channel partners on the support experience
• Process Efficiency:
• Timeliness and accuracy of renewal processes
• Reduction in potential blockers and dependencies
• Engagement Metrics:
• Frequency and depth of interactions with channel partners and end users
• Effective reporting of channel success metrics to the Director of Channel Success
• Expected Outcomes:
• Increased Retention Rates:
• Higher retention rates of channel partners and end-user customers
• Reduced churn during the post-sale lifecycle
• Increased revenue from successful renewals and upsells
• Achievement of established revenue and growth goals
• Enhanced Customer Relationships:
• Strengthened relationships with channel partners and end users through proactive engagement and value delivery
• Improved customer loyalty and satisfaction
• Operational Excellence:
• Streamlined processes for channel management leading to greater operational efficiency
• Continuous improvement in channel success practices based on identified trends and feedback