Sentinel Cybersecurity

Customer Success Manager

• Become a product expert, including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage the resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel expectations – 10%

Senior Customer Success Manager

Sales

• Customer Engagement: become deeply familiar with the Egnyte selling motion. Learn what’s working, what’s not working in Professional Services Sales and lead process-improvement tasks & initiatives. This will include development of key metrics, sales coaching, live-mentoring, SOP improvements, etc.…
• Team Management: lead the existing Professional Services Sellers in a player-coach capacity. This includes all management responsibilities and ultimate accountability for the key metrics and success of the team.
• Metric Management: like all Professional Services Sales organizations, the leader must balance core SaaS revenue attainment, with PS Sales Bookings. This role requires the experience of walking that line & being able to make balanced decisions. You’ll be accountable for PS Bookings, Attach rates, Discounting rates, and partner with your Delivery peers on PS revenue, quality rates, and more.
• Sales Engagement: build effective working relationships with Egnyte sellers and sales leadership. Help them accomplish quicker conversion times & rates, while balancing the need for quality Professional Services engagements. Your sales peers will become your most critical partners.
• Strategy Guidance & Feedback: serve as the "voice of the field/customer" as the primary connection of what our sellers and customers need from Professional Services. You’ll work closely with the PS Delivery leaders to make improvements as necessary.

Senior Customer Success Manager

Senior Manager, Professional Services Sales