Enterprise Customer Success Manager

BeyondTrust•Toronto, ON

12d

About The Position

An Enterprise Customer Success Manager is an energetic and enthusiastic person with a drive to engage with BeyondTrust customers, connect with them as people, and ensure they realize the best value possible from their purchase. By leveraging Success Plan templates and internal Customer Success tools and platform, the CSM will be responsible for guiding their customers through the various milestones of the customer journey (onboarding, implementation, steady state, etc.). By acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust.

Requirements

2+ years of previous Customer Success / Customer Management experience
Experience in success plans and customer health scoring
Strong organizational skills and the ability to handle multiple customers in a fast-paced environment
Experience in tracking actions, resolving issues, and de-escalating customer concerns

Nice To Haves

BeyondTrust products
Salesforce
Gainsight
FinancialForce PSA
MS Office

Responsibilities

Work to execute a world-class customer experience using internal tools, templates, and processes
Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc
Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate the adoption of our products
Manage escalated customer satisfaction issues as needed
Cross-collaborate with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products
Educate our customers about upcoming opportunities, training, and webinars. Ensure they are aware of upcoming campaigns, events, and forums, and the value it brings them with their current/future investment
Advocate for the customer – ensure they see relevant case studies, know about upcoming release details, and new products. Report internally on customer issues and feature requests, and ensure their product requests are considered
Examine health check findings and ensure actions are created, tracked, and closed promptly by the teams who own them, facilitating the resolution across the various teams who own the actions.