Senior Solutions Architect / Engineer
Switzerland Global Enterprise
Cyber SecuritySFDC
Job Level
Mid-LevelSenior
Tech Stack
Cyber SecuritySFDC
About the role
- Scale success programs for SMB customers across the Central Time Zone and deliver an exceptional customer journey.
- Ensure customers' success and satisfaction with Semperis products and support them every step of the way.
- Onboard new customers and ensure smooth, successful implementation of solutions.
- Design success plans throughout customer lifecycle from onboarding through upsell, cross-sell, and renewal to reach business objectives and operational cyber-security goals.
- Achieve and report on customer health, satisfaction, retention, and growth targets.
- Act as the voice of the customer; gather insights and provide feedback to Product Development and internal teams.
- Lead training sessions to ensure product adoption and wide usage that impacts customer operations.
- Monitor recordkeeping to enable informed, personalized customer interactions with Support, CS, Sales, etc.
- Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops).
- Identify potential customer references and assist with development of customer case studies.
- Gain and maintain an understanding of Semperis technology, products, and services.
- Assist with development and enhancement of processes and systems for the overall Semperis CS program.
- Collaborate closely with Technical Delivery and Sales teams to maximize opportunities for SMB customers and Semperis.
Requirements
- 3+ years’ experience as a Customer Success Manager, Technical Account Manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
- 3+ years of experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions.
- Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies including Active Directory and Entra.
- Ability to understand and explain technical cybersecurity data.
- Excellent communication and project management skills.
- Proactive; ability to build and maintain strong relationships with customers, anticipate customer needs, and have solutions ready when they are.
- Intellectually curious; driven to expand the cybersecurity domain and professional expertise.
- Responsive and adaptive to changing situations.
- Genuine desire to work with customers.
- Experience with SFDC and Active Directory.
- Ability to maintain a Hybrid schedule (work onsite three days per week) if residing within 45 miles of an office.
