Customer Success Manager

Fortinet Federal • Reston, VA

1d

About The Position

In this position, you will be supporting all operations in respect to supporting Account Managers in quoting, working deal strategies, setting up training for Sales Reps, as well as working with marketing regarding possible lunch and learns, webinars, etc. focused on generation of opportunities. A significant portion of your role will be dedicated to driving customer success outcomes — proactively managing and renewing support contracts, strengthening long-term customer relationships, and ensuring both existing and new customers achieve measurable value through comprehensive education, onboarding, and ongoing training initiatives. Support and assist Customers, Sales, Partners & Distributors with ensuring customer success Lead Management Working with MemoryBlue and marketing resources to build pipeline for possible new business and identify needs within the market. Will have responsibility for all Leads in SFDC and ensure they are being followed up on, sorting out which ones have potential. Also work with various lead generation services to ensure we are getting value out of leads provided. Become a quoting expert to assist all sales reps with quoting, as well as structuring deals, and ensure that quotes are going out clean by validating part numbers, collaborating with MAMs and SEs to ensure correct products are chosen, and available. Utilize Salesforce CRM, and Renewal Tracking System daily along with all necessary applications to manage and optimize opportunity generation. Position will eventually evolve into a customer satisfaction role, reaching out to customers to ensure they are having no issues, and to understand possible support for current installation, and possible growth of the account. Prioritize workload to meet all KPIs, goals and objectives. Staying proactive and productive throughout day on daily tasks and updating renewal opportunities This is a salaried position. We are a smaller organization that requires multiple hats, you may be asked to step into roles you are unfamiliar with but have the confidence to learn.

Requirements

• Must have demonstrated experience working with distributors and value-added reseller partners
• Must have working knowledge of the federal government sales cycle
• Intermediate level of expertise using Salesforce, MS Excel, MS Word & MS PowerPoint
• Must have an effective, confident and professional demeanor in conducting telephone and email communications
• Extremely high attention to detail, analytical & comfortable in a numeric/data driven environment
• Thrives working in a fast paced/high revenue environment and demonstrates a high sense of urgency
• Must be customer service forward, self-starter, fast learner & team player
• Ability to maintain a positive, flexible & professional attitude towards customers and co-workers
• Ability to "think outside the box", troubleshoot proactively & accordingly with “Go above & beyond” mentality
• Bachelor's degree or relevant work experience
• 3 years of Renewals, customer success roles, and sales experience (preferably in the B2B tech industry)
• Has knowledge of commonly used terminology & products within the Cyber Security field
• Understanding of B2B Channel Sales & Direct Sales motions

Nice To Haves

• The ideal candidate will be customer focused to ensure they are set up to achieve their desired outcomes and can develop strong relationships with internal and external stakeholders as a bridge between the business and its customers.

Responsibilities

• Supporting Account Managers in quoting
• Working deal strategies
• Setting up training for Sales Reps
• Working with marketing regarding possible lunch and learns, webinars, etc. focused on generation of opportunities
• Proactively managing and renewing support contracts
• Strengthening long-term customer relationships
• Ensuring both existing and new customers achieve measurable value through comprehensive education, onboarding, and ongoing training initiatives
• Support and assist Customers, Sales, Partners & Distributors with ensuring customer success
• Lead Management Working with MemoryBlue and marketing resources to build pipeline for possible new business and identify needs within the market
• Responsibility for all Leads in SFDC and ensure they are being followed up on, sorting out which ones have potential
• Work with various lead generation services to ensure we are getting value out of leads provided
• Become a quoting expert to assist all sales reps with quoting, as well as structuring deals, and ensure that quotes are going out clean by validating part numbers, collaborating with MAMs and SEs to ensure correct products are chosen, and available
• Utilize Salesforce CRM, and Renewal Tracking System daily along with all necessary applications to manage and optimize opportunity generation
• Reaching out to customers to ensure they are having no issues, and to understand possible support for current installation, and possible growth of the account
• Prioritize workload to meet all KPIs, goals and objectives
• Staying proactive and productive throughout day on daily tasks and updating renewal opportunities

Benefits

• Fortinet Federal offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program. All roles are eligible to participate in the Fortinet equity program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level