Senior Customer Success Manager at Workbox Talent | Torre
Senior Customer Success Manager
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Workbox Talent

Senior Customer Success Manager

Workbox Talent
Posted by
Joaquin Gancedo
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M
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Inspires trust and growth with experienced guidance, empowering clients to thrive through strategic talent partnerships.
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Full-time

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Compensation
USD3.6k - 3.9k/month
Non-negotiable
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Remote (for Brasil residents)
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Posted almost 2 years ago

Requirements and responsibilities

Duties: • Lead the client's product onboarding experience, adoption, and expansion across various relationships. • Be the customer's guide through the entire post-sales journey and advocate for influencing product roadmap and improvements. • Develop a strong partnership and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption. Consult them on when to consider expanding their platform, adopting new features, reducing time to value, upgrading software and/or hardware, and engaging additional Palo Alto Networks services. • Advise the customer on their platform adoption and deployment of best practices using tools such as the Best Practice Assessment. Partner with Professional Services and Enablement to deliver services like security optimization and identify training opportunities for their teams. • Coach customers on establishing and implementing their Network Security change management, governance, and center of excellence programs. • Identify and escalate risks and issues to the customer and Support team to achieve client success. • Gain a deep understanding of typical business challenges faced by our customers to map features in their security environments and provide proactive information, guidance, and support. • Identify risks to customers' subscription and service renewals on an ongoing basis, collaborate with internal teams to remediate client concerns, and ensure renewal readiness. • Establish relationships with customer executive sponsors, speaking frequently to strengthen relationships while uncovering new service and product opportunities for the account team. • Monitor key performance metrics such as customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement. Leverage these metrics to build a strategic plan to address negative changes in the metrics. • Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues. • Deliver Executive Business Reviews (Quarterly Services Reviews) with the support and involvement of the Account Team. This and other deliverables may require frequent trips to customer sites (nationally or internationally), potentially up to 30% of the time. • Collaborate internally with other services teams. • Travel to customer premises whenever required by the business (expected approximately 20% travel time).
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