Customer Success Manager

About
Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working.

Responsibilities

• Manage a diverse portfolio of customer accounts from signature to renewal.
• Accountable for ensuring customers achieve their desired outcomes and value from their Forcepoint investments by working with Onboarding, Professional Services, Tech Support, and Partners.
• Build and maintain relationships and trust at executive and technical staff levels within customer accounts.
• Partner with Account team, Sales Operations, Executive sponsors and other key Forcepoint stakeholders to ensure alignment with driving value and retention of customer accounts.
• Monitor customer utilization and health scores. Create Success/Action Plans to address at risk accounts.
• Conduct regular customer meetings and account reviews.
• Analyze data to improve customer experience and identify expansion opportunities.
• Comply with Success KPI tracking in tools such as Salesforce, Gainsight.
• Provide quarterly forecast for renewals and expansion opportunities. Own renewal opportunities to closure.
• Contract Management and Renewals Negotiations.

Core Competencies

• Commitment: Passionate about customer satisfaction and their results. Do what you say you will do.
• Communication: Ability to communicate effectively at all levels, including Executive leadership, both as a presenter and an active listener.
• Presentation: Proficient in presenting to Executive and Technical levels within customer accounts; achieve strong engagement from the audience.
• Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership.
• Cross-Functional Thinking: Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously.
• Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs.
• Creativity: Ability to solve problems creatively, including stepping outside of process when necessary.
• Attention to Detail: Care about the little things for your customer, and also capture information correctly and accurately.
• Technical: Ability to learn Forcepoint products and articulate how it solves customer’s business needs.
• Account Expansion: Ability to drive the expansion of the Forcepoint footprint with existing accounts.

Education and Experience

• Proven track record of successfully managing and developing accounts is required.
• Experience in managing a set of accounts with responsibility of value creation, retention quota, and identifying expansion opportunities is required.
• Experience working in a Success or Renewals position in a high-tech organization is required, preferably cybersecurity.
• PC literate with knowledge of Salesforce, Gainsight, MS Office applications or similar technologies.
• Self-driven, results-oriented with a positive outlook and a clear focus on high quality and business success.
• A natural forward planner who challenges themselves on their own performance.
• Demonstrable proficiency in communication skills.
• Able to demonstrate success and experience in a customer-facing environment.
• Able to work with minimum supervision on key customer-facing tasks.