Senior Customer Success Manager
Obsidian Security
CloudCyber Security
Support Account Manager
Content Conspiracy
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteSalary
💰 $95,000 - $110,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber Security
About the role
- Monitor the health of premier accounts.
- Learn the historical feedback and expectations
- Organize ongoing support case reviews and ensure prioritization
- Educate customers on best practices and learning opportunities
- Ensure customer needs and case Service level agreements are met
- Oversee / communicate post mortem activities
- Monitor trends and design processes to improve customers' experience
- Organize follow-the-sun handovers across regions
- Work with Engineers to help relay each customer’s unique priorities
- Contribute to the management of working processes
- Critical Incident Management (Escalation Management)
- Manager on-call weekend rotation
- Work directly with other teams to strengthen
- Partner / PS / CS relationships
- Create and refine our process, ensuring that Support team needs are met
- Coordinate resources, providing internal and external executive communications
Requirements
- 5+ years experience with enterprise-class software systems in a client-facing role.
- Excellent communication skills, both verbal and written
- Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on
- An organizational strategy to approach and manage each customer’s asks and a duty to follow through
- Incident Management, Problem Management and Change Management experience
- Experience with queue management and knowledge of support organization
- Experience managing internal and external account stakeholders in critical situations
- Ease in translating complex technology issues and communicate to broader audience
- Provide oversight and management on tasks; be able to keep a pulse on all matters is a key to success
- Approach problems methodically. Understand the customer, the problem, and impact
