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Centrify Corporation

Customer Success ManagerMurray, Utah, United States

Customer Success Manager

Murray | Utah | United States

Do you have a passion for quality and innovation?

If so, you'll be right at home at Centrify. We are always looking for talented, motivated individuals who would like to help us design, build, sell and support the next generation of integrated software solutions as we redefine security from a legacy static perimeter-based approach to protecting millions of scattered connections in a boundaryless hybrid enterprise!

We are seeking a Customer Success Manager to help manage the onboarding and success of our continually expanding customer base. You will help welcome customers and align customer objectives between pre-sales, sales/renewals, product management, professional services (including partners) and our customers. This is a highly visible role as customer success is the owner and driver of adoption, advocacy and key metrics. This role will also serve as an escalation point for issues impacting our Customers' success and function as an internal champion, gathering and sharing their feedback to/from Support, Engineering, Product Management and other departments, as needed.

Responsibilities:

Manage the customer welcoming and on-boarding process for new customers.

Coordinate the handoff process between the sales team and Customer Success. This includes defining success and/or identifying potential issues identified during the sales cycle.

Coordinate activities between Centrify Customers, Professional Services and any external ISVs/Partners/Systems Integrators to ensure successful deployments.

Deliver proactive, ongoing communication with key stakeholders to drive engagement and ensure Customers are successful with Centrify Identity Services.

Working closely with Professional Services, Sales, Support, Engineering, Product Management, Marketing and other internal departments to effectively identify and address customer opportunities.

Liaise closely with Technical Support to assist in resolving escalated issues in a timely manner and properly communicate/set expectations with customers.

Conduct on-going Customer business reviews, deliver feature release reviews/demos, product roadmap sessions, host webinars and share best practices.

Regularly maintain customer updates and status within Gainsight and/or other related internal technologies/tools utilized by the Customer Success Team.

Create and deliver internal monthly business reviews to discuss your assigned accounts and provide ongoing recommendations for further optimization.

Advise sales of cross/up-sell opportunities.

Earlier working hours required to cover Eastern Time Zone and possibly EMEA region.

Experience and Skills:

4-year degree.

Minimum 2 years' experience in a software company, preferably in customer success.

Excellent written and oral communication skills.

Strong presentation skills for both in-person and remote meetings.

Technical proficiency and/or familiarity with Identity Access Management, SAML, Mobile Device Management (MDM), Active Directory, SSO is a definite plus.

Proactive, highly organized, attention to detail and ability to manage multiple tasks.

Knowledge of enterprise software terminology and concepts.

Team player and ability to work with different temperaments and personality types.

Flexible and adaptable to changing environments.

Strong problem-solving skills.

Able to work autonomously.

Local Candidates Only.

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