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Sr. Customer Success Program Manager

Global Program Office Mexico City, Mexico

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Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.  
We are seeking a talented and customer-focused Sr. Customer Success Program Manager to expand our Professional Services business in the region. This role requires a proactive, results-driven individual with a strong interest in deep observability and security. The ideal candidate will thrive in a dynamic environment, working closely with customers to achieve meaningful outcomes while building trust through technical excellence.  
As a Sr. Customer Success Program Manager at Gigamon, you will provide the highest-quality customer experience at every stage of the customer journey. Your role will involve walking alongside our customers to help them learn, adopt, and maximize their Gigamon technology investment. Acting as their voice and advocate, you will collaborate with Sales and Channel Partners during the sales cycle, facilitate customer onboarding, and guide customers toward achieving their desired business outcomes. 
What You’ll Do: 
  • Develop a trusted advisor relationship with customers, aligning your efforts with their business goals and strategies. 
  • Influence the customer lifecycle by mapping their journey, standardizing touchpoints, and identifying opportunities for continuous improvement. 
  • Maintain customer usage and adoption metrics to create a comprehensive customer health score. 
  • Lead key escalations by assisting account and support teams with focused efforts. 
  • Partner closely with Sales, Channel Partners, and Renewals teams to ensure alignment and communicate new opportunities and customer outcomes. 
  • Capture and convey customer feedback internally to enable ongoing product and service improvements. 
  • Drive subscription revenue retention and renewal rates while reducing churn. 
  • Influence future lifetime value through increased product adoption. 
  • Enhance overall customer satisfaction and foster business growth through advocacy and reference-ability. 
  • Collaborate cross-functionally with Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support to deliver an exceptional customer experience. 
What You’ve Done: 
  • 8+ years of experience in customer success, account management, or a related role. 
  • Working knowledge of the cybersecurity, cloud, and networking markets. 
  • Comprehensive understanding of all aspects of the customer lifecycle. 
  • Proven ability to influence customer relationships through persuasion, negotiation, and consensus building. 
  • Customer-centric and proactive team player with the empathy to drive loyalty and adoption. 
  • Exceptional follow-through skills with the ability to manage competing customer requests in a fast-paced environment. 
  • Demonstrated ability to execute effectively despite ambiguity and obstacles. 
  • Outstanding customer service skills, with the capability to make trade-off decisions when necessary. 
  • Deep understanding of value drivers in recurring revenue business models. 
  • Analytical and process-oriented mindset, focused on continuous learning and improvement. 
  • Excellent communication and presentation skills. 
  • Relevant Bachelor’s degree or equivalent experience. 
Who You Are: 
  • A strong advocate for customer needs, committed to ensuring their success. 
  • Empathetic and proactive, with the ability to drive customer loyalty and adoption. 
  • Adaptable and resilient, thriving in a fast-paced environment with multiple priorities. 
  • A collaborative team player who excels in cross-functional partnerships. 
  • Eager to learn and grow, continuously seeking ways to improve customer outcomes and internal processes. 

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We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

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