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Customer Success Manager - NA

Primary Location Santa Clara, California Additional Locations US, Texas, Plano; US, Washington, Seattle; US, California, San Francisco; US, Illinois, Chicago Date posted 05/31/2019
Apply Now Job ID: JR0015488

About the Role:

  • Develop a trusted adviser relationship with the customer’s managers and executive sponsors.
  • Coordinate McAfee professional services, training, incident response, and support activities as well as the Customer stakeholders and project managers to ensure the successful implementation of McAfee solutions and services.
  • Drive customer retention and adoption rates by conducting regular meetings with customers to review open issues, level of customer satisfaction (net promoter score), or lack thereof.
  • Work pro-actively with customers to reduce risks and maximize their security investment.
  • Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
  • During critical incidents, the CSM will travel on site to ensure clear and crisp communication with the customer and among the McAfee teams engaged in analysis or remediation.
  • Cope with unstable, steady project environment change while still delivering high quality results on time 
  • Manage dynamic and evolving environments and situations while still delivering high quality results on time 
  • Visit customers to build relationships, understand the customer's business and the impact of the issues to better understand customer priorities and necessities and relay that back to the McAfee organization 
  • The ability to explain technical subjects to technical and non-technical stakeholders
  • Create and distribute reports, action plans and communications necessary to keep project teams informed and progressing 

About You: 

  • Experience as a Customer Success Manager is a major plus
  • A proven ability to succeed in a fast-paced environment and ever-changing industry.
  • Program/Project Management experience
  • Strong analytical skills
  • Excellent business acumen
  • Ability to manage customer expectations
  • Demonstrated ability to communicate, present and influence effectively at all levels of the organization, including executive and C-level. 
  • Possess active listening skills
  • Conflict management experience
  • Experience managing through technology disruptions, background in security (malware, social engineering, etc.) preferred
  • Experience with technical product deployment and/or support: McAfee Products beneficial
  • Knowledge of computer networks and operating systems recommended. 
  • Comp TIA Security+ or CISSP certifications are a plus
  • Experience with McAfee solutions is preferred, but not mandatory.

Traits:

  • The ideal candidate is self-motivated, results oriented, passion about program development and management and is strategically adept
  • High integrity, excellent judgement — you’ll have access to sensitive information and must treat it appropriately
  • Highly collaborative — you recognize the value of bringing people along
  • Intellectual curiosity — you're eager to learn new concepts; you're willing to admit you don’t know certain things, will ask for help, roll up your sleeves, and learn
  • Self-aware — you aren't complacent when it comes to personal growth; you’re receptive to feedback and eager to grow despite one's seniority
  • Sense of ownership — you have a mentality of “the buck stops with me” and always ask “what did I contribute to this situation?”
  • Low ego — you shouldn’t be prone to thinking that a job is too small
  • Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations

Shift:

Shift 1 (United States of America)

Primary Location:

RLUSA - Remote United States of America - USA

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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