Senior Customer Success Consultant
- Sophos
- 3 - 8 years
- Remote
- 9 months ago
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Job Description
At Sophos, we protect people from cybercrime by developing powerful and intuitive products and services that provide the worlds most effective cybersecurity for organizations of any size.
The Sophos Customer Success team is dedicated to ensuring every customer realizes the value they receive by renewing and expanding our business partnership.
As a Customer Success Manager (CSM), you will be responsible for retaining and incrementally expanding our customers to achieve business value and a return from their security investments. You will work closely with our customers in UAE region as their trusted advisor focused on increasing value, retention, customer satisfaction and expansion opportunities across your CSM book of business. As a CSM, you will work collaboratively with both the renewals and new business sales teams to ensure our customers realize the true value of Sophos cyber security solutions, expanding business relationships.
The Customer Success Manager (CSM) will have a portfolio of accounts as we'll as serving as an on-demand CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.
What you will do
- Manage Named Accounts: Be accountable for engagement and satisfaction over the lifetime of the customer, partnering with them to build a joint plan for success and maintaining a detailed understanding of their business to achieve high levels of satisfaction and adoption of Sophos technology.
- Enhance Customer Experience: Deliver an outstanding customer experience to support Sophos brand promise of superior cybersecurity outcomes, facilitating cross-sell and upsell opportunities, and acting as an escalation point for high-impact issues.
- Build and Nurture Long-Term Relationships: Solidify the Sophos commitment and partnership to ensure customer success by developing strong relationships with key buyers and influencers in customer accounts and maintaining regular check-ins to understand and address client needs and concerns.
- Conduct Regular Business Reviews: Generate proactive Security Protection Reviews (SPRs) and Quarterly Business Reviews (QBRs) focused on customer engagement, product adoption, and alignment with business goals, while monitoring customer analytics and KPIs.
- Maximize Customer Value: Drive customer adoption, usage, and satisfaction of Sophos products and services to achieve renewals, product expansion, and new growth, while ensuring customers derive maximum value from their investments.
- Drive Retention and Expansion: Identify and mitigate renewal risks to maximize retention rates, while recognizing upsell, cross-sell, and expansion opportunities within your book of business to sustain growth and profitability.
- Understand Customer Success Criteria: Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals based on their unique industries and IT operating environments.
- Stay Current on Cybersecurity Trends : Research, evaluate, and articulate an overview of threat actor tools, techniques, technologies, and the threat landscape to provide continuous customer education on the Sophos portfolio, including new products, features, and enhancements.
- Collaborate and Customize Solutions: Proactively learn and understand customers established cybersecurity controls to tailor Sophos/Taegis MDR services, customizing detection capabilities and methodologies to meet specific customer needs.
- Track and Optimize Customer Progress: Monitor and track customer progress based on success criteria and key performance indicators (KPIs), creating and maintaining Rolling Action Item List (RAIL) plans to ensure business value outcomes.
- Performance Metrics and Process Improvement: Track key CSM performance metrics, analyze data to make data-driven decisions, optimize the renewals process, and drive productivity through continuous process improvement.
What you will bring
- Excellent communicator and collaborator, able to motivate and inspire others by simplifying the complex.
- Highly motivated and have a burning desire to exceed renewal and expansion targets with commitment to excellence in Customer Success.
- Preferred fluency in both English and Arabic business languages, written and spoken.
- Analytical mindset with the ability to use data to drive decision-making for the preparation of Customer Success reporting.
- Minimum of 3+ years experience in a Customer Success Manager (CSM) role or equivalent history of increasing customer satisfaction, adoption, and retention.
- Minimum of 2+ years of experience working in a SaaS based platform environment.
- Minimum of 2+ years of experience in network security or related computer science discipline.
- Minimum of 2 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with management and technical personnel.
- Passion for cybersecurity and willingness to keep learning about the threat landscape.
- Mandatory experience or understanding of: Cybersecurity terms, principles, and historical/real-time events. Internet protocols (TCP/IP) services, and technologies. Common cyber security controls (eg, firewalls, proxies, IDS/IPS, WAF). Identifying cyber security gaps.
- Experience with: Reviewing both endpoint and network-based cyber security investigations. Reviewing security control logs to identify possible evidence of intrusions. Correlating indicators and detectors within networks to identify the scope and severity of attacks. Detecting and understanding of anomalous IT system activity.
- Security+, CompTia or GSEC Certification.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Software Compliance - License ManagementEmployement Type: Full timeContact Details:
Company: SophosLocation(s): Remote+ View Contact
Keyskills: HP data protector cyber security Analytical Process improvement Network security SIEM IPS Monitoring Recruitment
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