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Customer Success Manager - German Speaking

Customer Success Manager - German Speaking

SophosRomania
În urmă cu peste 30 de zile
Descrierea postului

Role Summary

As a Customer Success Manager, you are a critical part of our customers’ adoption and ongoing satisfaction of Sophos’ products. You will act as a point-of-contact establishing relationships for efficient onboarding, implementation, and real-time support and strategy. You will own the end-to-end relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos products, and ultimately renew with us.​

What You Will Do

  • Own the customer lifecycle, providing ongoing and proactive support to Sophos customers to drive high levels of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal
  • Handle customer escalations and ensure appropriate actions are taken to address customer concerns
  • Establish key relationships with the customer, ensuring regular check-ins to understand, and promptly address client needs and concerns.
  • Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Be a customer advocate in influencing product roadmap and improvements
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner

What You Will Bring

  • Experience working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product / service adoption
  • Experience working with cybersecurity solutions
  • Good understanding of security product lines (firewalls, antivirus, endpoint / server detection and response, SIEM, etc.)
  • Fluent English and German language skills
  • Strong presentation and communication skills, verbal and written
  • Project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Highly data-driven with a dedication to following processes
  • Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
  • Flexibility for travel
  • B2#LI-SK1 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos?

  • Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
  • Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
  • Employee-led diversity and inclusion networks that build community and provide education and advocacy
  • Annual charity and fundraising initiatives and volunteer days for employees to support local communities
  • Global employee sustainability initiatives to reduce our environmental footprint
  • Global fitness and trivia competitions to keep our bodies and minds sharp
  • Global wellbeing days for employees to relax and recharge
  • Monthly wellbeing webinars and training to support employee health and wellbeing