Customer Service and Success Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f1vrd

Customer Success Manager – Italy
Trellix is a global company redefining the future of cybersecurity. The company's comprehensive, open, and native cybersecurity platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. The Customer Success Manager (CSM) drives customer loyalty and adoption of Trellix Solutions. You will report to the Director of Customer Success. You will consult with customers across the spectrum of system administrators to Chief Security Officers (CSO). You will articulate the value of Trellix solutions and services that inspires the use of Trellix solutions, services, educational offerings and premium support.
About the role In this role you have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Trellix's growth and success.
As the lead customer liaison for strategic accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success.
You will build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions.
Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion, retention and renewals opportunities.
You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.




Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive feature adoption to maximize time to value and return on investment.
Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D; and CS Engineering.
The cross-functional nature of this role provides a deeper understanding of all aspects of the business.
Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalation as needed.
7+ years of customer engagement and account management experience in a SaaS solutions company and/or an enterprise software/Cybersecurity industry is desirable.
As a trusted advisor, you are experienced in successfully working with a portfolio of large enterprise and major clients leading to adoption, expansion, and renewals of our dynamic products.
Strong customer orientation with the ability to manage complex projects and conflicting requirements.
You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services.
Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base.
University degree or equivalent experience.
Company Benefits and Perks
Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f1vrd