FireMon

Customer Success Manager

FireMon

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership
  • You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey
  • You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction
  • Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end
  • Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon
  • Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
  • Be the primary interface to manage and resolve critical situations
  • Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products
  • Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities
  • Exceed all performance targets, including maintaining high retention and growth rates
  • Provide project leadership and organization for customers’ major FireMon project initiatives.
  • Maintain current functional and technical knowledge of the FireMon product line.
  • Document, prioritize and manage competing requests across simultaneous client engagements.
  • Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.

Requirements

  • 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent)
  • Excellent communication and organization skills
  • Highly motivated self-starter who can work well within teams or individually
  • The ability to explain technical subjects to non-technical personnel in large enterprises
  • Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account base
  • Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology
  • Bachelor's degree in relevant field, or equivalent experience
  • Willingness to travel based on customer and business needs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer ExperienceAccount ManagementNetwork SecurityProject LeadershipTechnical KnowledgeData AnalysisProcess Enhancement
Soft skills
CommunicationOrganizationMotivationTeamworkCredibilityTrust BuildingCustomer Engagement
Certifications
Bachelor's Degree