Sophos

Customer Success Manager – German Speaking

Sophos

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇷🇴 Romania

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

Cyber SecurityFirewalls

About the role

  • Own the customer lifecycle, providing ongoing and proactive support to Sophos customers to drive high levels of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal
  • Handle customer escalations and ensure appropriate actions are taken to address customer concerns
  • Establish key relationships with the customer, ensuring regular check-ins to understand, and promptly address client needs and concerns.
  • Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Be a customer advocate in influencing product roadmap and improvements
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner

Requirements

  • Experience working in customer success, technical account management, B2B sales engineering or similar role responsible for driving customer success and product/service adoption
  • Experience working with cybersecurity solutions
  • Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
  • Strong presentation and communication skills, verbal and written
  • Project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Highly data-driven with a dedication to following processes
  • Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
  • Flexibility for travel
  • Fluent English and German language skills
Benefits
  • Sophos operates a remote-first working model
  • Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
  • Employee-led diversity and inclusion networks that build community and provide education and advocacy
  • Annual charity and fundraising initiatives and volunteer days for employees to support local communities
  • Global employee sustainability initiatives to reduce our environmental footprint
  • Global fitness and trivia competitions to keep our bodies and minds sharp
  • Global wellbeing days for employees to relax and recharge
  • Monthly wellbeing webinars and training to support employee health and wellbeing

Applicant Tracking System Keywords

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

Hard skills
customer successtechnical account managementB2B sales engineeringcybersecurity solutionssecurity product linesfirewallsantivirusendpoint detection and responseSIEMproject management
Soft skills
presentation skillscommunication skillsdata-drivenreliable advisorcustomer advocacyflexibilityengagement processrelationship buildingproblem-solvingcustomer satisfaction