Customer Success Manager

6 days ago

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FireMon

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FireMon is a leading provider of security solutions focused on firewall policy management, cloud security operations, and cyber asset discovery and identification. The company offers a range of products that streamline security operations and automate workflows, helping organizations manage risks, enforce compliance, and detect and mitigate threats in both cloud and firewall environments. With over 20 years of experience, FireMon serves diverse industries such as healthcare, financial services, retail, manufacturing, and technology. Its solutions are designed to increase visibility, reduce risk, and manage changes across hybrid network policies.

security • firewall • management • software • compliance

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $40M Debt Financing on 2020-08

📋 Description

• FireMon 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 CXM 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. • The CXM maximizes 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. • The CXM partners 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.

🎯 Requirements

• 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent) • Excellent communication and organization skills • Highly motivated self-starter who can work well within teams or individually • The ability to explain technical subjects to non-technical personnel in large enterprises • Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements • Experience maintaining valuable and outcome-based relationships with a diverse customer account base • Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology • Bachelor's degree in relevant field, or equivalent experience • Willingness to travel based on customer and business needs