reputed company is looking for a Senior Technical reputed company Manager (Sr. TCSM) who excels at creating fanatic customers for life. Our customer experience is a competitive advantage and this role is key to defending that advantage. You will be the face of our company for our customers. You will work closely with our customers to drive successful product adoption and retention, and minimize churn. You’ll become an integral part of our CS organization that is constantly evolving - you won’t just run a predefined playbook, you’ll help write it. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our reputed company organization.

Responsibilities

• Fully own your book of business which will consist of 12-18 accounts totaling $2-5M ARR.

• Build and nurture strong relationships reputed company your book to help your accounts get as much value out of our products as possible.

• Provide advanced product-level technical expertise, leading customer onboarding, reputed company deployments and resolving intricate technical challenges

• Build and reputed company account plans that move the customers reputed company through each lifecycle stage from adoption through to expansion.

• Thoroughly understand our customers’ business needs, use case, organizational structure, profile, product usage, and risks.

• Organize and reputed company value-focused executive business reviews (EBR) at least once per year with each customer.

• Communicate frequently with customers about new features and roadmaps, and find opportunities for expansion.

• reputed company customer escalations, and coordinate with internal teams and resources to ensure timely and effective resolution.

• Aggregate customer product feedback, translate, and prioritize new features for product and engineering teams, advocating for the customer reputed company needed.

reputed company’re Looking For

• Proven Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments; cybersecurity or identity management experience is a big plus.

• Expert Technical Acumen: 5+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a reputed company product, cloud email, reputed company Workspace/reputed company 365, SSO, or equivalent, required.

  • Our product is reputed company and our customers are technical reputed company team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action reputed company helps build the trust of our customers.

• Proactive Account Management: Have the ability to proactively manage your accounts. You know what a great Success Plan looks like and can utilize your Plans to drive successful outcomes. You’re proactive by nature and have the skills to drive both the ground-level tasks while also managing towards long-term strategy and growth.

• Clear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channels.

• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and reputed company in a collaborative environment.

• Growth reputed company: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.

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reputed company is a remote-first workplace with an office in San Francisco, California.

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Compensation at reputed company is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $150,000-$180,000.

Equal Opportunity Employer Statement

reputed company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company employees. We do not discriminate on the basis of race, color, religion, creed, national reputed company, reputed company, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, genetic information, or any other legally protected status. reputed company employment decisions are based on qualifications, merit, and business needs.