Senior Technical Customer Success Manager - Remote

February 12

Apply Now

Receive Emails with Similar Jobs

Gargano Leadership Group

WebsiteLinkedInAll Job Openings

Gargano Leadership Group is a consultancy focused on developing effective leaders in the workplace. The company provides training and workshops centered on key leadership pillars such as curiosity, alignment, optimism, and self-awareness. With a commitment to enhancing leadership skills, GLG empowers individuals to foster trust and connectivity within their teams, ultimately guiding them towards a more productive work environment.

Leadership Development • High Performance Team Development • Team Effectiveness • Leadership Coaching • Executive Coaching

2 - 10 employees

Founded 2022

📚 Education

⚡ Productivity

👥 HR Tech

📋 Description

• Guiding the customers during pre-sales through on-boarding for the life of the subscription. • Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements. • Lead a customer onboarding experience, adoption, and expansion across a range of relationships. • Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption. • Identify and escalate risks to the customer and support team to achieve client success. • Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments. • Identify risks with our clients actively and collaborate with internal teams to remediate client concerns. • Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities. • Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer's success. • Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI. • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty. • Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer. • Coordination leveraging Ordr's technical resources to help resolve customer issues and drive adoption. • Track and report on customer health, status, projects, progress, and issues. • Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers. • Manage customer projects and work with partners to achieve success. • Develop and nurture customers to become Brand Ambassadors on behalf of Ordr.

🎯 Requirements

• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization. • Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud. • Strong empathy for customers AND passion for customer success. • Must have strong switch and router expertise. • CCNA or higher preferred. • Must have some Linux, VMWare ESXi, and Firewall knowledge. • 802.1x/NAC, Cybersecurity, Vuln management. • Strong communication, interpersonal, and customer service skills. • The ability to relate technical information to non-technical customers. • Excellent communication, documentation, and presentation skills. • Experience with CSM and CRM tools. • Diplomacy, tact, and poise under pressure when working through customer issues.