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
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.
10+ years of relevant technical and customer supporting functional experience