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Responsibilities
Job DescriptionFireMon is looking for a Customer Success Manager (CSM) to own a set of large strategic accounts and ensure maximum customer satisfaction, high application engagement, customer retention, and champion growth. The CSM will own the process of determining the desired outcomes for their customers, and work to drive time to value by ensuring adoption and measuring the value delivered. You will drive customer experience by working to remove friction points along the customer journey and ensuring outcome value is tracked, shared internally and with customers, as well as leveraged to achieve goals.Our CSM's partner with customers for implementation of operational best practices using FireMon to achieve outcome target metrics that maximize their ROI. As a critical part of the customer journey, you will be a strategic ally for your accounts engaging customers during acquisition and will manage implementation projects to completion while leading customers through onboarding efforts. Post implementation, you will be positioned as a subject matter expert and contact for customers, understanding their desired outcomes, sharing best practices, providing high level solution guidance, or bringing in resources for deep level technical advice, ensuring they realize real value from their investments. You will support operational readiness, and regularly engage with customers by providing status updates of open Support and Development tickets, Professional Services project tracking, sharing upcoming release dates and trending issues, as well as upgrade recommendations and guidance through early access/beta programs, among many other strategic value initiatives.About the role You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfactionPerform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer endImplement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMonUse log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfactionBe the primary interface to manage and resolve critical situationsPartner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon productsProvide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunitiesExceed all performance targets, including maintaining high retention and growth ratesProvide project leadership and organization for customers’ major FireMon project initiatives.Maintain current functional and technical knowledge of the FireMon product line.Document, prioritize and manage competing requests across simultaneous client engagements.Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.
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