Customer Success Manager, S&G Specialist

Customer Success Mumbai, India


Position Description

The Security Specialist Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Security Specialist on our Customer Success Manager (CSM) team, you will be chartered with partnering with CSMs to drive adoption, retention and best practices of Egnyte’s security and governance related products, working internally to champion our customers’ feedback on ways to improve their security posture, and helping the CSMs to uncover avenues for strategic growth with our customers.

You are passionate about engaging with customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

What You Will Do (but is not limited to)

Become a product expert including the technical workings and practical business application

Partner with CSMs on providing customers consultative feedback and best practices on how Egnyte fits into their security and governance ecosystem in order to drive adoption and/or growth of Egnyte’s security focused products and services

Work with CSMs to document strategic success plans for their customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams

Contribute to and participate in business reviews and product roadmap discussions with the CSM to ensure customer retention and successful renewal of services

Assist in managing resolution of escalated customer issues dealing with lack of adoption or technical problems of our security products and services

Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements

Your Qualifications

Demonstrated success managing customer relationships

Proven experience with security and governance domains. Excellent understanding of data governance, risk management, compliance, content classification, remediation processes, regulated and unregulated data

Experience with security solutions involving classification, data access governance, data loss prevention (DLP), encryption, GRC, IAM, cloud security, and lifecycle management

Experience discussing security policies, procedures, and solutions with customer stakeholders pertaining to content/data

Strong experience in customer-facing solution implementation roles (remote and onsite)

Excellent customer engagement, presentation, and communication skills

Attention to detail and ability to adapt to a quickly changing environment

Fluency of spoken and written command of English. Any other language is a plus.

A team player capable of high performance and flexibility working in a dynamic environment.

Bachelor’s degree

10+ years of relevant technical and customer supporting functional experience