Austin, TX or Remote (North America)

Enterprise Customer Success Manager

Department: Customer Success

Date Posted 08/15/2022

Overview

As an Enterprise CSM, you’ll be responsible for engaging with our larger US customers throughout their journey with Portnox.  You will be introduced at the time new customers are brought on and support the Onboarding team as the customer gets started.  Post Onboarding, you will be the main point of contact for customers and the connection with most cross functional areas that may need to assist with customer needs.  You will help drive adoption, ensure new account contacts know how to access training and use the product, and understand factors that may influence the customer relationship, whether product related or new customer requirements.  As the voice of the Portnox customer, you will have the opportunity to influence product enhancements and process improvements.  As Portnox is a small, growing company, a desire to help create processes that don’t already exist and be open to working on projects that are not only CS related is a must.

Responsibilities

  • Meet with customers on a regular cadence, capturing key details and action items and following up on outstanding requests

  • Schedule executive business reviews to go over key metrics and goals with broader customer team, including senior level contacts/decision makers

  • Align customer business needs with new product releases, positioning those that will improve the customer value perception and retention/growth

  • Ensure the customer is aware of opportunities such as webinars, and follow up with webinar attendees

  • Highlight any Portnox product or process changes that are relevant

  • Create feature requests, documenting customer requirements and business drivers for our Product Development team, to support new customer solutions

  • Create high level customer success plans where customer and relationship goals are documented and actioned on

  • Report on retention and risk metrics, and implement action plans when concerns are identified

  • Act as an escalation point for as needed

  • Coordinate with renewals and billing teams on contracts and payments

  • Recommend process changes and additions to help improve customer experience

Requirements

  • Bachelor’s Degree preferred – degrees in computer science or IT a plus

  • 5+ years of experience in customer success or account management

  • Great communication and presentation skills, able to write clear, succinct emails

  • Comfortable speaking with people at varied organizational levels and ability to create rapport quickly

  • Proficient with Salesforce, Microsoft Office, and MS Teams

  • May require US travel 2-3x a year

To apply, please send your CV to [email protected].

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