Customer Success Manager
- Role
- Support
- Employment
- Full-time
Open to IN only. Set where you work from to check your eligibility.
No BS summary
Customer Success Manager for large strategic accounts in India, remote. Needs customer onboarding, implementation/project ownership, retention and adoption work in network security/customer success context.
FireMon is looking for a Customer Success Manager (CSM) to own a set of large strategic accounts and ensure maximum customer satisfaction, high application engagement, customer retention, and champion growth. The CSM will own the process of determining the desired outcomes for their customers, and work to drive time to value by ensuring adoption and measuring the value delivered. You will drive customer experience by working to remove friction points along the customer journey and ensuring outcome value is tracked, shared internally and with customers, as well as leveraged to achieve goals.
Our CSM's partner with customers for implementation of operational best practices using FireMon to achieve outcome target metrics that maximize their ROI. As a critical part of the customer journey, you will be a strategic ally for your accounts engaging customers during acquisition and will manage implementation projects to completion while leading customers through onboarding efforts. Post implementation, you will be positioned as a subject matter expert and contact for customers, understanding their desired outcomes, sharing best practices, providing high level solution guidance, or bringing in resources for deep level technical advice, ensuring they realize real value from their investments. You will support operational readiness, and regularly engage with customers by providing status updates of open Support and Development tickets, Professional Services project tracking, sharing upcoming release dates and trending issues, as well as upgrade recommendations and guidance through early access/beta programs, among many other strategic value initiatives.
What you'll do
- Own a set of large strategic accounts and ensure maximum customer satisfaction, high application engagement, customer retention, and champion growth
- Own the process of determining the desired outcomes for customers
- Drive time to value by ensuring adoption and measuring the value delivered
- Drive customer experience by working to remove friction points along the customer journey
- Ensure outcome value is tracked, shared internally and with customers, and leveraged to achieve goals
- Partner with customers for implementation of operational best practices using FireMon to achieve outcome target metrics that maximize their ROI
- Engage customers during acquisition as a strategic ally for accounts
- Manage implementation projects to completion
- Lead customers through onboarding efforts
- Act as a subject matter expert and contact for customers post implementation
- Understand customers’ desired outcomes
- Share best practices
- Provide high level solution guidance
- Bring in resources for deep level technical advice
- Ensure customers realize real value from their investments
- Support operational readiness
- Regularly engage with customers by providing status updates of open Support and Development tickets
- Track Professional Services projects
- Share upcoming release dates and trending issues
- Provide upgrade recommendations and guidance through early access/beta programs
- Support strategic value initiatives
FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation.