Manager - Security Customer Success

SHI International Corp.•Austin, TX

About The Position

The Manager – Security Customer Success is responsible for the day-to-day management of the Security Customer Success Managers. This sales-oriented team is responsible for the post-sales lifecycle management of their respective Security Enterprise Agreements. This team is focused on onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans. This role involves collaborating with cross-functional teams to deliver a seamless customer experience, analyzing feedback to drive improvements, and maintaining strong relationships with key customers and partners. This person will be responsible for onboarding, training, mentoring, coaching, and ultimately ensuring execution of the Security Customer Success Manager to ensure we provide a value-driven customer experience throughout the lifecycle of their agreements with SHI.

Requirements

Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.
Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
Empathy: Can take ownership of fostering an empathetic culture, collaborate with others in resolving conflicts, and drive emotional well-being.
Relationship Building: Can take ownership of complex team initiatives, collaborate with diverse groups, and drive results through effective relationship management.
Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.
Results Orientation: Can set strategic goals for the organization and lead multiple teams to achieve these goals, demonstrating a strong orientation towards results.
Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
Emotional Intelligence: Can use emotional information to guide thinking and behavior, manage and/or adjust emotions to adapt to environments or achieve one’s goal(s), and help others do the same.
The ability to strategically develop, retain, and optimize employee skills and leadership potential within an organization, ensuring a high-performing workforce aligned with business goals. - Expert
Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth. - Expert
The ability to effectively engage with customers and provide personalized service solutions that meet their specific needs and enhance satisfaction. - Expert
Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes, to inform decision-making and drive sustainable growth. - Expert
Skilled in creating engaging presentations with Microsoft PowerPoint, including customizing layouts, incorporating multimedia, and applying transition effects. - Expert
Completed Bachelor’s degree or relevant work experience
Ability to travel 20%

Nice To Haves

2+ years of Security Sales/Sales management experience preferred
1+ years of Customer Success management experience preferred
3+ years of Security Sales/Security Customer Success experience is a plus

Responsibilities

Develop and implement strategies to enhance customer satisfaction and loyalty, ensuring high retention rates.
Collaborate with cross-functional teams to ensure a seamless customer experience and resolve any issues promptly.
Analyze customer feedback and data to identify trends and areas for improvement, driving continuous enhancement of processes and services.
Establish and maintain strong relationships with key partners to ensure we have the data, tools, and best practices to incorporate into strategies to maintain a competitive edge.
Develop and monitor key performance indicators (KPIs) to assess the effectiveness of customer success initiatives.
Act as a point of contact/escalation point for Security Solutions Advisors and internal SHI stakeholders to ensure any customer issues are acted upon quickly and addressed appropriately.