Senior Customer Account Manager

Há 4 dias

São Paulo, São Paulo, Brasil beBeeCustomerSuccessManager Tempo inteiro US$60.000 - US$100.000
Role Summary">

The customer success team focuses on high-value accounts to drive revenue growth and enhance customer satisfaction. This role involves managing a portfolio of named accounts, leading engagement throughout the customer lifecycle, and ensuring satisfaction and maximizing customer value.

">">Key Responsibilities">
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  • Establish key relationships with the customer, ensuring regular check-ins to understand and address client needs and concerns.
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the customer's lifetime.
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of technology.
  • Deliver an outstanding customer experience to support brand promise of delivering superior cybersecurity outcomes and facilitate cross-sell and upsell of services and products.
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value services are delivering to the customer and progress on specific customer milestones and goals.
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
  • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
  • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
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