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Palo Alto Customer Success Manager Unit 
Australia, New South Wales, Sydney 
804128513

24.06.2024
Description

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

  • Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
    • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
    • Drive adoption- ensure customer applies the offering hours in a timely manner
    • Ensure customer is measurably satisfied with the service they are receiving
    • Informing customers of refresh needs and options
    • Proactively identify up-sell opportunities and grow revenue
  • Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
  • Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time
  • Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs
  • Serve as a customer advocate in influencing service and product roadmap and improvements
  • Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
  • Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
  • Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Your Experience

  • A strong background in Customer Success with a minimum of 5 years experience in a Customer Success capacity
  • Experience building out new programs and initiatives within an ever evolving organization
  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven with a commitment to following process
  • Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
  • Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams
  • Previous experience with a Cybersecurityor enterprise software company highly desired
  • Ability to multi-task and work in a fast-paced environment
  • Knowledge of the latest customer success techniques and technologies.
  • Willingness to work nights and weekends as needed
  • Security experience is a plus
  • Tableau a plus
  • Flexibility for travel

You’ll be involved in implementing new solution offerings, transitioning from old solutions to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.