Job Description
We are hiring for the role of "Customer Success Manager"
Location: Egypt
Experience: 6-12 years
At Seclore, we are all Entrepreneurs, not employees. We are looking for a Customer Success Manager.
We are a passionate team with diverse backgrounds and experiences all driven to solve complex business problems with simple, intuitive solutions. We appreciate people who are fueled by passion, curiosity, and hunger to learn & grow.
This position is for individuals who possess the ability to identify multiple solutions to the same problem and can help in decision making while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" for the fifth consecutive year.
Job Description
The Customer Success Manager will work with a portfolio of our largest and most strategic customers. In this senior level role, you are responsible for ensuring that assigned customers achieve their expected business outcomes with Seclore solutions resulting in customer retention and account growth. You will build long-term trusting relationships with these customers and ensure that they realize full value from their investment with Seclore. Your focus will be to make every
customer in your portfolio wildly successful resulting in referenceable customers who maintain long- term loyalty to Seclore.
In addition to acting as a trusted advisor to customers, you will be a customer advocate, often functioning as a liaison between our customers and internal Seclore teams. You will ensure that needs and/or requirements considered critical to the success of these customers are communicated
and driven throughout the Seclore organization.
We are looking for individuals who back themselves up as “Strong Performers” to join an already High-Performance Team. The ideal candidate is not a fence-sitter but demonstrates ownership to make things happen, helping Customers be successful in their technology solutions adoption, help Seclore achieve business goals and in the process etch their names in the high-performers list.
Primary Responsibilities
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.
• Responsible for leading discovery sessions with IT and business users to understand the new use cases / client's business objectives and system/application needs
• With excellent understanding of Seclore’s product features and related technologies, design the solution that best meets the client's requirements
• Closely collaborate with cross functional teams (sales, marketing, product) to plan and deliver customer delight & account growth
• Measure, track, analyze and report key account metrics
• Keep abreast with industry and market trends. Map and benchmark competition and share best practices
• Proactively create documentary artifacts like business cases, usage scenarios, solution blueprints, FAQs, meeting notes...etc.
• Support the various internal customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the project
• Become an expert on the customer’s Seclore deployment and their trusted advisor for their strategic business direction
• Present the Seclore value proposition and product features to audiences ranging from senior executives to technical stakeholders to functional teams
• Educate customers on the value they can generate from the power of their Seclore solution
• Ensure customers employ best practices and their Seclore solution is optimized for maximum value
• Build and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companies
• Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience
• Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to develop and execute on account plans that results in customer references, retention, and account growth.
• Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
• As the customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed
• Gather customer product feedback and communicate with product management to shape product roadmap development
• Work with the customer team to achieve timely contract renewals and opportunities for upsell/cross-sell
Required Skills/Experience
• 6+ years of experience in handling end to end customers relationships, preferably in the SaaS industry
• Leading deployment of software business applications or providing strategic advisory services and account management services or previous customer success management
• Proven track record of successfully managing customer relationships and delivering results
• Strong consulting background
• Proven ability to build and maintain strong and trusting relationships with a diverse set of internal and external constituencies including senior level executives, IT/InfoSec, and functional teams
• Strong communication and interpersonal skills with aptitude in building relationships with stakeholders at all organizational levels
• Proven ability to build and sell business cases to customer teams
• Excellent organization, project management, time management, and communication skills
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to lead cross function business and technical teams to deliver solutions and provide timely issue resolution
• Strong understanding of business processes and their implementation into enterprise business applications
• Team player who will innovate to continue improving the way Seclore serves its customer
• Bachelor’s degree in technology, business, or related field (MBA preferred)
• Ability to travel 60%+ of the time
Preferred Knowledge, Skills, Abilities, And Background
• Highly energetic, with a passion for helping customers, achieve expected business outcomes
• Multitasker with willingness to 'roll up sleeves' and assist wherever needed
• Deep credibility in inspiring confidence in C-level decision makers
• Extensive business process management experience and expertise- ideally in the areas of Government, banking, financial services, insurance, and manufacturing
• Previous experience with a major systems integrator and/or a customer success function preferred
• Experience with SaaS/Subscription solution offerings is a plus
• Knowledge of information cyber security
