Forcepoint's Enterprise Customer Success Managers are a critical part of our Customer Success team which is focused on delivering the promise of Forcepoint's Cyber-Security cloud platform and its services. Starting in the pre-sales stage, they work with our customers to identify their needs and set goals for success in adopting the Forcepoint solutions into the security operations and cyber-strategies of their organization. Forcepoint's Enterprise Customer Success Managers also manage the post-sales relationship with the customer, and deliver focused engagement, support and advocacy to their customers as they use the platform and its services. Forcepoint's Enterprise Customer Success Managers are trusted advisors on how customers use our cloud-based cyber-security services to address their specific cyber-security challenges and risks. In this way, they are key to driving adoption and reach, ensuring renewals, building customer loyalty, and helping to identify expansion opportunities. In addition, they serve as advocates on behalf of their customer by delivering product and performance feedback back into the Forcepoint platform and software services engineering and product management teams.
To be successful in this role you should have 6+ years of proven Customer Success Manager experience, with at least 4 of those years in a XaaS Enterprise business, preferably for a cyber-security services organization. In addition, you would have demonstrable success in:
Managing a diverse portfolio of Enterprise customer accounts with complex needs
Guiding clients through post-sale onboarding, including orienting the client to Forcepoint's solutions and services in order to drive solution adoption in the customer's organization.
Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-caliber experience
Monitoring customer utilization, health-scores and ensuring consistent communication with internal and external customers
Conducting regular proactive customer meetings, account reviews and creating and managing success plans to align customer strategies and business objectives with the Forcepoint solutions and internal service offerings.
When facing complex deployment concerns, orchestrating the appropriate tactics and Forcepoint resources to help ensure customers are achieving their goals
Ensuring customers have an effortless experience with Forcepoint by providing efficient, professional, and accurate resolutions to client concerns
Analyzing data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes
Working as a team, but also act assertively to get things done for customer
In addition, the ideal candidate would have:
You will bring core competencies of
Commitment: You are passionate about customer satisfaction and their results. You do what you say you will do.
Communication: Ability to communicate effectively at all levels, including senior management
Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership
Cross-Functional Thinking: Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously
Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs
Creativity: Ability to solve problems creatively, including stepping outside of process when necessary
Attention to Detail: You care about the little things for your customer, and also capture information correctly and accurately
We are mission driven.
We are passionate about our mission because our solutions protect businesses, critical infrastructures, and governments around the world.
Find out more about Forcepoint's Mission, Vision, and Values at www.Forcepoint.com and follow us on Twitter at @ForcepointSec.
Find us on social at #forcepoint #forcepointculture #lifeatforcepoint to find out what its really like to work here from the team themselves.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Forcepoint Is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
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We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.