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 business goal and security posture and map McAfee's security solutions/services. 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.
Responsible for the management of a portfolio of client accounts to foster long-term business relationships
Ensure that the customer deployment and on boarding 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 analyse 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.
Drive business outcomes for customer helping them realize ROI on Solutions and services
Drive customer reference for existing customers and prospects
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 health status for assigned accounts
Become the customer advocate to drive cross-functional teams across development, product management, and support
Comp TIA Security+ or CISSP certifications are a plus
Experience with McAfee solutions is preferred, but not mandatory.
Role could be based out of customer location within Mumbai