Customer Success Manager

Customer Success Manager - Seclore

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Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granually assigned and revoked, or dynamically set at the enterprise level, including when shared with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real-time and at scale.

Key Responsibilities

• Manage a portfolio of Seclore's largest and most strategic customers.
• Drive customer success, retention, and account growth by ensuring customers achieve their business outcomes with Seclore solutions.
• Build long term, trusted relationships with customers, acting as advisor and advocate.
• Collaborate with internal teams to align Seclore's offerings with evolving customer needs.
• Measure success by customer satisfaction, value realization, and long term loyalty.
• Work with clients to establish critical goals or other key performance indicators and aid them in achieving those goals.
• Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.
• Lead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application needs.
• Design solutions that best meet client requirements, leveraging a deep understanding of Seclore's product features and related technologies.
• Create documentary artifacts such as business cases, usage scenarios, solution blueprints, FAQs, and meeting notes.
• Support internal customer success teams to ensure successful completion of project milestones for production go live, UAT sign off, and initial rollout.
• Become an expert on the customer's Seclore deployment and serve as trusted advisor for their strategic business direction.
• Present Seclore's value proposition and product features to audiences ranging from senior executives to technical stakeholders.
• Educate customers on maximizing value from their Seclore solution, ensuring adoption best practices and optimization for maximum value.
• Build and maintain trusting relationships at all levels, including the C Suite.
• Serve as primary liaison between assigned customers and Seclore to create a seamless customer experience.
• Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to execute account plans that result in references, retention, and growth.
• Continuously assess customer progress toward stated goals and drive expected results in adoption, usage, business value, and overall relationship.
• Act as customer advocate, ensuring needs are met and issues resolved quickly by leveraging company resources.
• Gather customer product feedback and communicate with product management to influence roadmap development.
• Work with the customer team to achieve timely contract renewals and upsell/cross sell opportunities.
• Demonstrate potential to build and nurture a team in the future.
• Have experience with endpoint security products such as DLP, Classification, and DRM.
• Possess strong consulting skills and drive value realization in strategic discussions.

Desired Qualifications

• Bachelor's degree with 8+ years of experience in end to end customer relationships, preferably in SaaS.
• Experience leading deployment of software business applications or providing strategic advisory and account management services.
• Proven track record of managing customer relationships and delivering results, with a strong consulting background.
• Exceptional ability to build and maintain trusting relationships with senior executives, IT/InfoSec, and functional teams.
• Excellent organization, project management, time management, and communication skills.
• Ability to lead cross functional business and technical teams to deliver solutions and provide timely issue resolution.
• Strong understanding of business processes and their implementation into enterprise applications.
• Team player who innovates to improve how Seclore serves its customers.
• Capability to travel 60%+ of the time.
• Passion for helping customers achieve expected business outcomes, with multitasking and willingness to 'roll up sleeves' as needed.
• Credibility in inspiring confidence in C level decision makers.
• Extensive experience in business process management, ideally in Government, Banking, Financial Services, Insurance, and Manufacturing.
• Previous experience with a major systems integrator and/or a customer success function preferred.
• Experience with SaaS/Subscription solutions and knowledge of information cybersecurity is a plus.

Employment Details

• Seniority level: Mid Senior level
• Employment type: Full time
• Job function: Customer Service and Consulting
• Industry: Data Security Software Products and Software Development
• Location: Riyadh, Saudi Arabia

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