Customer Success ManagerPrimary Location Sydney, New South Wales Date posted 08/07/2019
Job Title:Customer Success Manager
We're looking for a Customer Success Manager to manage our most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills, strong business and technical acumen. The ideal candidate will work with CISO’s and business leaders to understand their needs and map McAfee's security solutions or best practices. At the same time, the candidate will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills to make McAfee a world class customer success organization.
From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. McAfee helps businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously and collaboratively. For consumers, McAfee secures your devices against viruses, malware, and other threats at home and away. With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building best in class cyber security solutions.
Mission & Vision:
All McAfee employees work under a common vision and mission. We instill our goal to make cybersecurity a consistent and reliable source of protection for the world. We envision a world where cybersecurity is so consistent, reliable and effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the transformative power of the digital age, by protecting all that matters. We know that by doing our job well, we drive limitless innovation, securely. It is our mission to relentlessly protect all that matters through leading edge cybersecurity, from your workplace to your home and everywhere in between.
About the Role:
Responsible for the management of a portfolio of client accounts to foster long-term business relationships
Ensure that the customer deployment and onboarding is completed in timely manner and customer is able to maximize value from the product
Increase customer satisfaction by understanding business needs, managing use case enablement plans and providing additional security solutions
Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.
Ensure that Customer’s technical issues are addressed in timely manner
Act as an escalation point to drive resolution in a timely, proactive manner
Drive Stickiness via conducting technical workshops, webinars, roadmap discussion and executive sponsorships.
Deliver a proactive customer contact strategy to drive renewals, customer adoption, training, and revenue growth
Identify at-risk renewals and deliver on customer remediation plan
Monitor customer health to track usage and customer satisfaction
Forecast retention, renewal, and status for assigned accounts
Become the customer advocate to drive cross-functional teams across development, product management, and support
Excellent customer relationship management skills
Outstanding communication, listening, and writing skills
Ability to problem solve and resolve client issues
Understanding of Internetworking and Network security architecture, protocols in SAAS/PAAS model
Background in program/project management of large program (collection of many projects or customers) in cross-functional, cross-companies with consistency, and governance is a plus
Experience with Proxy/NGFW, SIEM, Messaging or Data Security technologies is a huge plus
Organized and reliable: able to work independently with little direction when necessary
Excellent organizational, presentation (in-person) and communication skills
Experience using Salesforce, Gainsight or other customer relationship tools
Company Benefits and Perks:
Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring our true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work.
Check out more: Careers & Life at McAfee.
Perks may include:
Pension / Retirement Programs
Medical, Dental and Vision Coverage Programs
Paid Time Off
Support for Community Involvement
Unleash your Power … Join our Talent Network: http://careers.mcafee.com/
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.
Shift 1 (Australia)