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Senior Customer Success Manager
| Company | Nozomi Networks |
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| Location | Dallas, TX, USA |
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| Salary | $126000 – $161000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 4+ years of proven experience in a customer success position supporting a technical product
- Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
- Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed
- Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
- 3+ years of experience in IT and network security (OT experience is a plus)
- Technical skills – confidently conduct product demos, training and present technical reports to customers articulating value delivered
- Previous experience in a TAM or SE role is highly valuable
- Experience working with brand image and promoting value through customer experience
- Accountability, personal organization, and ability to multi-task
- Self-driven and proactive nature
- Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
- Leadership and Competency engaging with CxO to technical staff
- Experience analyzing and optimizing processes in the Customer Success department
- Patient and active listener
- Passion for service
Responsibilities
- Develop and manage customer portfolio.
- Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
- Drive revenue growth by demonstrating successful achievement of customer guided value measures.
- Minimize customer churn through customer success plans and customer lifecycle management.
- Resolve customer requests and concerns ensuring improvements to customer experience.
- Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
- Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
- Be a reliable point of contact and brand ambassador for Nozomi and its products.
- Work across departments ensuring proper customer visibility and outcomes are met.
- Aid in product design and product development through customer feedback.
- Assist in creating training courses and educational materials for other members of the department.
- Evaluate and improve tutorials and other communication infrastructure.
Preferred Qualifications
- OT experience is a plus
- Previous experience in a TAM or SE role is highly valuable
