Enterprise Customer Success Manager - EMEA

3 days ago

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Abnormal Security

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Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

Email Security • Business Email Security • Cloud Email Security • Phishing Detection • Business Email Compromise

501 - 1000 employees

📋 Description

• As an Enterprise CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable customers that realize full value from the platform and partnership. • You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor. • Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests. • Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion. • Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.

🎯 Requirements

• 4+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment • Fluent in both English and German languages • Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers) • Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative • Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response) • Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment • Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally • Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage • Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals • Previous experience with Internet and networking technologies and products, including email security products • Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA) • Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required