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Reston

    Principal Customer Success Manager - Reston, United States - Trellix

    Trellix
    Trellix Reston, United States

    1 week ago

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    Description

    Job Title:
    Principal Customer Success Manager


    Role Overview:
    Principal Customer Success Manager

    The Principal Success Manager is a critical role to deliver our next phase of growth in Trellix. You will

    manage highly complex fortune 500 customers and are accountable for ensuring they adopt and realize

    the recurring value from all Trellix products. Success in this role is increased customer satisfaction, value,

    retention and expansion of the Trellix security footprint.


    What You Will Do:
    Own the ultimate responsibility for the customer's onboarding, adoption and advocacy across a

    portfolio of customers

    Work with customers to build success plans, establish critical goals, and aid the customer in

    achieving their objectives

    Design and execute a value roadmap
    Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, review

    executive dashboards, and program status

    Cement yourself as a trusted advisor/strategic advisor with customers and drive continued value

    of our products and services.

    Act as the voice of the customer internally to advocate customer's needs
    Engage proactively with customers at every step of their journey
    Continually measure and monitor Customer Health metrics and OKRs
    Proactively identify issues and coordinate with internal teams to remediate issues as they are

    identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and

    other key data points.

    Identify areas for improvement in the customer experience, both in our product and processes
    Drive customer initiatives and internal improvements to enhance customer experience, thinking

    beyond your customer base and what improves the overall customer experience

    Mentor Customer Success Managers
    Mastery of all CSM core competencies


    About You:
    University degree or equivalent experience
    10+ years relevant work experience in customer success, consulting, post-sales technical

    account management and similar roles

    Strong consulting and project management skills, with proven results working as a trusted

    advisor to drive business value for customers

    Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise

    software company a plus

    Excellent in business and written and verbal communication skills - able to simplify complex

    topics in an approachable manner for both executive and end-u


    Company Benefits and Perks:


    We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

    We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

    Retirement Plans
    Medical, Dental and Vision Coverage
    Paid Time Off
    Paid Parental Leave
    Support for Community Involvement


    We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

    #J-18808-Ljbffr
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