Helping organisations across the UK hire the best Cloud Talent
Customer Success Manager
Fluent in Spanish and English, Italian and/or Portuguese are nice to have.
Remote – must be based in either Switzerland or Italy
Due to an expanding product portfolio and global presence, a growing Network Security firm is hiring for a Customer Success Manager to engage and build meaningful relationships with critical accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.
Key responsibilities will include:

Developing and managing customer portfolio.
Owning and driving the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
Driving revenue growth by demonstrating successful achievement of customer guided value measures
Minimizing customer churn through customer success plans and customer lifecycle management.
Resolving customer requests and concerns ensuring improvements to customer experience.
Improving customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
Working across departments ensuring proper customer visibility and outcomes are met.
Aiding in product design and product development through customer feedback.
Assisting in creating training courses and educational materials for other members of the department.

The ideal candidate should have a proven track record in a customer success position supporting a technical product, experience onboarding customers and driving adoption. As well as strong experience conducting product demos and training, creating/maintaining account notes, developing and executing get-well plans and customer success playbooks.
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