Customer Success Manager

Customer Success Tel Aviv, Israel


Description

In a nutshell:

We are looking for a Customer Success Manager to join our Customer Success team

 

The Semperis Story

Semperis combines world-class expertise and leading-edge technology to deliver identity-driven enterprise protection. Our customer-vetted technology is trusted around the globe. Semperis’ product platform provides a fully automated Active Directory Disaster Recovery solution, as well as total visibility into directory services modifications, granular restores, and speedy remediation of Active Directory disasters.

Semperis puts people first.

From our customers and partners to our culture of engineers and experts, we understand that people are our assets. Our talented employees, contribute to the Semperis culture that champions strategic vision, innovation, intelligent and precise solutions.

Working as a team alongside our world-class technical experts is both interesting and developing, and leads to “Force for Good” products.

We believe our success is led by teamwork, diversity, eye-level management, personal and professional development, and reaching self-fulfillment. With teams in the USA, Canada, Israel, Europe, and APAC; you’ll be working alongside top Technology & Security experts from all over the world without a preference for culture, gender, race, age, or religion; we believe in people!


The role:

The Customer Success Manager (CSM) is responsible for customer development for an assigned segment of West Europe, the Middle East and the Far East customers. Specifically, the CSM is responsible for developing and executing programs to drive product adoption, retention, and advocacy. The CSM also onboard new customers in their assigned segment. The CSM is responsible for building and operating a highly efficient and effective customer development program that provides customers with both an excellent experience and desired outcomes from the use of Semperis solutions.

Responsibilities

  • Onboard new Semperis customers in the assigned segment, including initial customer engagement and identification of desired outcomes
  • Track and report on customer health
  • Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
  • Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
  • Responsible for customer retention.
  • Provide information and lead for subscription renewals, as required.
  • Provide information and lead cross and up sales,
  • Identify potential customer references and assist with the development of customer case studies
  • Contribute to the customer portal
  • Solicit feedback from customers, including satisfaction surveys and input on product features
  • Maintain an understanding of Semperis technology, products, and services
  • In addition to managing an assigned customer segment, assist with the development and enhancement of processes and systems for the overall Semperis CS program

Qualifications

  • At least 5 years of experience as a CSM, support representative, or program manager in the IT or cybersecurity industry.
  • Up sale and cross-sale experience
  • Experience with contract renewals.
  • Excellent communication and project management skills
  • Accountability and ability to work independently
  • Ability to effectively collaborate with Semperis team members
  • Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies (Active Directory, Azure AD, etc.)
  • Flexibility to deal with shifting priorities, new responsibilities, and loosely defined assignments
  • Genuine desire to work with customers
  • Experience in a CS role and in developing CS practices and procedures is a plus