Rsa Manager 2, Account Services Management
2 days ago
**RSA Manager 2, Account Services Management**
As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, RSA has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now RSA is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team
The Manager of Customer Success will work closely with the Senior Manager and the Director of Customer Success to build a world class customer-centric organization responsible for the long-term success of our RSA SecurID Cloud Authentication Services strategy, goals, and objectives. The manager will be responsible to support, lead, build, and scale a dynamic team of CSMs that partner with our customers to achieve their desired outcomes and ensure they rapidly and consistently maximize the value of our SecurID Cloud Authentication products and services. In addition, the Manager will focus on creating a culture that focuses on improving the customer experience and providing visibility into that experience to the rest of RSA SecurID business.
The Manager will also be responsible for managing, assisting, and building the relationships with our cross functional stakeholders and teams to ensure collectively we are improving and streamlining the customer’s journey and experience. The leader will play a key role in taking an innovative approach in developing strategies, plays, and initiatives with Senior Management and Director of Success related to driving customers onboarding, adoption, nurturing, retention, renewal, upsell, expansion, and customer KPI achievement. The goal is to not only retain our customers but to always look for opportunities to strengthen the relationship and expand the use of our solutions and services.
**Principal Responsibilities**:
- Develop and help execute the customer success strategy, vision, and strategic plan for RSA SecurID cloud customers.
- Hire, train, enable, lead and manage strategic CSMs and CSM team.
- Build CS processes and own CS systems to achieve company and customer goals, provide the best customer experience and increase adoption, renewal and expansion.
- Drive customer success outcomes by defining customer key performance indicators (KPI) and service level agreements (SLA)
- Increase renewal rates and reduce churn by implementing customer success practices.
- Expand revenue in accounts by assisting sales teams with cross-selling and up-sell.
- Influence future lifetime value through higher technology adoption, customer satisfaction, and overall health scores.
- Drive new business growth through greater advocacy and reference-ability of existing customers.
- Map customer journey, create a customer success plan and adjust as necessary to meet company retention targets.
- Develop listening points during the customer journey (e.g., usage, satisfaction, etc.)
- Standardize and build automation touchpoints during certain phases within the journey.
- Define customer base segmentation, implement appropriate success engagement models and strategies to ensure customer success.
- Identify opportunities for continuous improvement and engage the team to make positive changes to process and technology.
- Learn from best practices in the industry.
- Define operational metrics for the team and measure the overall effectiveness of the customer success team.
- Recruit experienced leaders and attract high potential individual contributors into the team for each functional role.
- Create a rapid onboarding process for new team members and foster collaboration within the team and across the customer lifecycle.
- Align with marketing to promote success with existing clients and products team around driving product roadmap.
- Own the customer journey and work across departments to optimize and improve.
- Lead a world class CSM team with ultimate responsibility for the adoption of our solution.
- Partner with global Sales leadership and develop joint strategies and success plans for our largest, most strategic customers.
- Execute plays based on data-driven customer adoption and health scores.
- Measure customer progress against their business objectives and provide best practices to help them achieve those objectives.
- Mentor and inspire a team of strong, intellectually cur
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