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Director, Customer Success Management

The Director, Customer Success Management will be responsible for complementing Armis’s innovations, standard methodologies and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between Armis and our customers. You will be responsible for driving customer adoption by providing adoption recommendations, opportunities for growth and risk management. You will perform routine health checks and assist with business value assessment to ensure our customer receive the highest return on investment.

RESPONSIBILITIES:

Your team will serve as the primary point of contact post implementation. Assume overall customer adoption responsibility and critical issue management role.

Develop a trusted advisor relationship with customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.

Partner with internal Armis teams to align account activities with the customer's business case and strategy.

Prepare and educate customers on new features and releases.

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.

Advocate for prioritization of customer needs and requests.

Be a source of innovation for driving service delivery efficiency and excellence at scale.

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

You'll be the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Work with the sales team to properly sell and position Success Services to upsell, resell or promote.

QUALIFICATIONS:

8+ years of customer success and SaaS/Cyber Security organization experience.

You have knowledge and prior experience supporting a SaaS solution in presales or post sales capacity.

5+ years experience with a technical project implementation, preferably in IT, security, network, cloud services, or endpoint management

Knowledge of enterprise security and state of the art infrastructures

Specialized training on support, SAML, security preferred

Experience working with or interfacing with a product management team

Agreeable and willing to be a hands-on contributor

Excellent communication skills, including issue tracking, triaging and crisis management

Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, Service Excellence

Experience of SaaS vendors such as experience with Salesforce and CS software like Gainsight and product software like Pendo.

Bachelor’s Degree Required or preferably in a technical discipline

Available to travel up to 35%

Salary Range: $165,000-$227,000

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
61 days ago

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