Customer Success Manager
3 weeks ago
Responsibilities
- Act as a concierge to the company various services and internal functions, coordinating all activities and customer communication
- Be the primary interface to our customers and work alongside Sales, Professional Services, Support, and Engineering to resolve any challenges
- Serve as a trusted advisor to our customers executives and key stakeholders by providing consultative recommendations and best practices, enabling them to achieve their primary business objectives
- Drive adoption of the LogRhythm solution feature set to help the customer receive the most value from their purchase
- Define and track customers success metrics through regularly conducted Service Reviews
- Provide customers with product, services, and best practices recommendations
- Quote and negotiate maintenance and subscription contract renewals
- Manage complaints and engage in the escalation of support tickets where necessary
- Own and manage set initiatives while clearly communicating your progress to internal and external stakeholders
- Lead regular high-level account reviews internally at an executive level
- Manage and forecast your pipeline of upcoming renewals and achieve your monthly/quarterly targets
- Provide regular customer status reports to our internal stakeholders, bringing awareness on risks, milestones and planned activities for each account
Job Requirements
Skills & Experience
- 3-5 years enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
- Strong verbal, written, and presentation communication skills. Fluent English and Arabic both written and spoken
- Experience in communicating with C-Level executives
- Strong organizational and project management skills
- Strong negotiation and sales skills
- Experience with ‘Salesforce’ or an equivalent CRM system
- Proven track record in managing relationships with large enterprise clients
- Successful track record in retaining and growing accounts
- Have willingness and preference to “roll up sleeves” and work alongside your fellow colleagues
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