Enterprise Customer Success Manager

Palo Alto Networks • Boston, MA

2d • Remote

About The Position

As an Enterprise Customer Success Manager at Idira, you will use your skillset to build key relationships, working closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best-in-class Access and Identity products from Idira. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize recurring value from Idira products (Perpetual or Subscription, on-premises or cloud). Your results will drive increased customer satisfaction, value, retention, and expansion of the Idira security footprint.

Requirements

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
• Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels.
• Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.
• Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes.
• Solid understanding of security role development and concepts within organizations.
• Practical experience with enterprise Directory services (Active Directory, LDAP, Azure, etc.) including support and security operations.
• Fundamental technological knowledge of networking environments.
• Experience installing and supporting enterprise software on Windows and UNIX platforms.

Nice To Haves

• Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.
• Prior experience with Idira Software solutions is preferred, or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions (especially in the IAM and SIEM space).

Responsibilities

• Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
• Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio.
• Establish regular cadence calls (Weekly, Monthly, Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.
• Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.
• Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines.
• Define and execute success plans for at-risk customers in collaboration with functional teams.
• Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.
• Leverage internal tools, including Gainsight, to archive customer activity and key data points.

Benefits

• Compensation offered will depend on qualifications, experience, and work location.
• Starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below.
• Offered compensation may also include restricted stock units and a bonus.
• Employee benefits description available.
• Commitment to providing reasonable accommodations for all qualified individuals with a disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed