Dell Customer Success Manager - Secureworks US 

United States, Georgia, Savannah 

454702079

Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

Role Responsibilities

• Building and nurturing long-term relationships with customers to solidify our commitment and partnership to their success.
• Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.
• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.
• Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.
• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.
• Monitor the customer’s progress towards achieving their KPI’s.
• Create and activate a plan with customers that results in BOTH business value outcomes and team behavior if the customers are not achieving key objectives/goals.
• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

Minimum Requirements

• Minimum of 4+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Minimum of 1 years of experience working in a SaaS environment
• Minimum of 2 years of experience in network security or related discipline
• Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.

Preferred Skills

• Showcase a bias for action and demonstrate a passion for technology
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations
• Ability to reconcile different points of view in meetings and summarize results concisely
• Familiarity with a CSM tool like Hubspot/Totango/Gainsight a plus.
• Extensive expertise in maintaining customer loyalty
• Engaging in procurement dialogues and tackling objections effectively