Customer Success Manager EMEA Job Description Template
Our company is looking for a Customer Success Manager EMEA to join our team.
Responsibilities:
- Determines business needs of the customer and partners with them to achieve and exceed success criteria;
- Conduct Periodic Business Reviews to review Exabeam product and support performance;
- Prepare and deliver weekly/bi-weekly case reviews;
- Manage Exabeam Customer Support process training/review sessions;
- Partner with Exabeam Customer Success and Engineering infrastructures to provide a world class service and support experience;
- Manage customer escalations to ensure the highest level of customer satisfaction;
- Will own the post-deployment customer relationship as well as the successful renewal /up-sells of the customer service contract;
- Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution;
- Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues;
- Document and maintain customer information and educate other Exabeam internal resources on the supported customer(s);
- Provide consultatory guidance and resources to drive the rapid adoption / demonstrate value of Exabeam products into your customer environment.
Requirements:
- Passion for ensuring your customer is successful in every facet of their business in which Exabeam plays a role;
- Must be proficient with Microsoft Office, and have strong data analysis and presentation skills;
- Past experience with Executive level communication/presentation highly desirable;
- Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities;
- Working knowledge of UEBA and SIEM is highly desirable;
- 5-7 years of experience in supporting complex technology in the security space in a customer facing environment;
- BS/BA preferably in a technical field;
- Work closely with Global CS lead to define and execute Customer Success at Headspace for Work,
- Exec Sponsor programs, EBRs, NPS;
- The voice of the customer to inform our sales process and product roadmap;
- Own, define and scale Customer Success;
- A scalable and repeatable customer case study and testimonial process;
- Grow, coach and support a happy, heathy, and high performing CS team responsible for adoption, engagement and mid market renewals;
- Align with the Global Account Management team on renewal and expansion strategy for Enterprise;
- Be relay for Product and work closely with PMM, Brand and Marketing to ensure appropriate localisation.