Senior Customer Success Manager - Public Sector

Senior Customer Success Manager – Public Sector

5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry
Experience managing Federal Civilian accounts in your Public Sector book of business is a plus
Ability to travel > 25% of the time
Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of dynamic products (transaction experience)
Strong customer orientation with the ability to manage complex projects and conflicting requirements
Outstanding communication skills and ability to collaborate cross-functionally
Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base

Drive customer loyalty, adoption, and implementation of Trellix Solutions
Consult with customers at every level to articulate the value of Trellix solutions and services
Develop a trusted advisor relationship with customer key stakeholders and executive sponsors
Build and develop customer-specific success plans to oversee customer onboarding, adoption, and satisfaction
Advocate for customers with a focus on transformation and engagement
Utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress
Handle escalations of deployment or customer productivity blocking issues
Identify risks to the customer achieving their desired outcomes and stated business goals
Recommend specific solutions to achieve customer’s desired result
Identify opportunities and close additional revenue from assigned clients, including upselling and cross-selling of related products/services

Experience managing Federal Civilian accounts in your Public Sector book of business is a plus