Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required.
Renewals - tie adoption health to renewal and ensure that value is being delivered.
Expansion - partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio.
Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side.
Establish, confirm, and document the “definition of success” with the customers executive sponsors through quarterly ‘Executive Business Reviews’.
Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes.
Monitor the Adoption Health across all accounts within your portfolio.
Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.
Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully orchestrate their delivery.
Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.

Requirements

5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role
Ideally you will have worked within the Cyber Security or Enterprise SaaS space
Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the platform
Excellent communication skills verbal, written and presentation
Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment

Benefits

Medical, Dental, Vision Coverage
Health and Dependent Savings Accounts
Life and Disability Programs
Paid Parental Leave
Voluntary Benefit Programs
Company Sponsored Wellness Program
Wellness Reimbursement Program
Retirement Savings
Equity Opportunities
Paid time off
Paid Holidays
Employee Incentive Program

Applicant Tracking System Keywords

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

Soft Skills

customer successcommunicationrelationship buildingdetail-orientedflexibilitystrategic planningproblem-solvingcollaborationpresentation skillsprioritization