Customer Success Manager
Job Description RCM Technologies is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America. Customer Success Manager Do you have a passion for customers? Are you detail-oriented and thrive in a fast-paced environment? Are you interested in helping develop some of the most-secure remote working technologies in the world? Our client is a technology development company, funded by some of the most-sophisticated cybersecurity experts in the world. Founded by a team of cybersecurity experts who have played on both sides of the cyberwar battle, it is a platform designed to help organizations maintain control of their intellectual property and digital identities, protecting them from even the most-sophisticated attackers. Their customers are government agencies and Fortune 100 organizations, as well as smaller businesses who need the best cybersecurity protections possible for their sensitive projects. We aresearching for a Customer Success Manager to join our team immediately. In this role, you will be responsible for enhancing and manager customer engagement, including oversight of customer communications, technology development commitments, technology project deliverables, customer accountability and coordination of technology product roadmaps with your peers. Responsibilities include Partner with customers to implement and operationalize business-aligned, secure collaboration programs Responsible for the day-to-day implementation of strategic success plans that manage the customer's journey from product feature design, testing and on-boarding to operational maturity Function as a technical point of escalation for all customer related platform issues ultimately responsible for the execution of tailored remediation plans for any problems while partnering with technical support to drive quick and efficient issue resolution Become a power-user by establishing and maintaining a technical, hands-on proficiency across all aspects of our platform to drive all phases of technology adoption design, deploy, operationalize, troubleshoot Understand how our customers are utilizing our platform and recommend additional features that can be leveraged to increase their satisfaction and utilization of our technologies Help identify and documentleading practices and new use cases and ensure customer environments are in alignment Collaborate with peers and customers, functioning as a front-line product expert, focusing on leading practices, programmatic use-cases, and technology adoption, while enabling user self-sufficiency Coach customers to be Netskope product experts and train their teams on new capabilities or existing features to help become increasingly self-sufficient Establish an ongoing cadence of communication with customers, in their language, across all required levels (from technical users to the C-suite) Enthusiastically drive customer health, business alignment and customer value through the identification and achievement of customer goals and objectives Actively drive and contribute to ongoing customer activities and touch points cadence calls, site visits, technical and executive briefings and business reviews, customer education, and training activities Help enable post-sales activity for your accounts through strong relationship-building, platform knowledge, planning and execution Ongoing support of new sales and retention functions within existing customers Establish the "voice of the customer " through clear and concise feedback that helps Netskope align to customers and improve their platform Job Requirements 5+ years of technology industry experience technical prepost sales experience or project management a plus Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption across the cyberspace Ability to manage influence through building consensus while engaging with security programs across multiple business linesmodels Successful track record building business aligned cloud programs Successful track record of driving product adoption and expansion through understanding the customer's current (and future) needs Successful track record of working in a fast-paced start-up environment Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment Successful track record working in and navigating large enterprise environments CB Monster Dice RCM Technologies, (USA) Inc. is an Equal Opportunity Employer MFDV. RCMT encourages applicants of all ages.