Senior Customer Success Manager - Federal; East Coast Remote

Senior Customer Success Manager - Federal (East Coast Remote)
About the job Senior Customer Success Manager - Federal (East Coast Remote)

RESPONSIBILITIES:

• You will serve as the primary point of contact post sale and will assume overall customer adoption responsibility.
• Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives.
• Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
• Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs.
• Educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

REQUIREMENTS:

• 5+ years of Public Sector customer success experience in a SaaS organization.
• Excellent knowledge and experience in Identity and Access Management (IAM) and Security space.
• Strong knowledge of cloud architecture as well as on‑premise IT landscape.
• Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
• Knowledge of enterprise web technologies, security and groundbreaking infrastructures.
• Specialized training on support, SAML, security preferred.
• Ability to craft and articulate a roadmap for customer to achieve success.
• Strong communication skills and experience presenting to executive teams.
• Demonstrable ability to lead expansion and adoption into large accounts.
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence.
• Experience of SaaS vendors such as Box, Google Apps, Salesforce, Service Now and Workday preferred.
• Bachelor's Degree Preferred or Equivalent Experience.
• Available to travel up to 35%.

Additional requirements:

• This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.