Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
Inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform.
Tie adoption health to renewal and ensure that value is being delivered. You will be expected to forecast your upcoming renewals whilst managing the process from start to finish.
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 while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor.
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, plus Technical Account Management, B2B IT sales, or related, customer-facing role
Experience in Public Sector, DoD, SLED or related USA military background
Experience navigating government procurement, contracting vehicles, and procurement-driven timelines
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
Preferred skills in customer success CRM & renewal forecasting tooling
Strong cross-functional leadership experience working with Sales, Product, Engineering, Security, and Legal teams
Experience supporting large, complex, multi-stakeholder accounts with long adoption cycles
Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment
Ability to travel on-site to customers

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.

Hard Skills & Tools

Customer SuccessTechnical Account ManagementB2B IT salesCyber SecurityEnterprise SaaSRenewal forecastingGovernment procurementContracting vehiclesAdoption health monitoringCustomer Use Cases documentation

Soft Skills

Communication skillsTrust buildingCross-functional leadershipDetail-orientedFlexibilityStrategic planningRelationship managementPresentation skillsProblem-solvingCustomer advocacy