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Customer Success Manager Location : Mumbai

6 - 11 Years

Mumbai

Not Disclosed by Recruiter

Openings: 1Posted: 49 days agoJob Applicants: 773Job Views: 1107
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Job Description

Job Description Summary

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.

Job Description
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

About you:

Bachelor's degree - Computer Science related
Excellent customer facing skills.
Excellent customer relationship management skills
Outstanding communication,listening, and writing skills
Ability to problem solve and resolve client issues
Understanding of Network security architecture, protocols in SAAS/PAAS model
Background in program/project management of large program (collection of many projects or customers) incross-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. Self driven 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
Sales/ Customer Engagement background preferred

Perks and Benefits 

Best in the Industry

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Hardware, Technical Support, Telecom Engineering
Role Category: Technical Support
Role: Technical Support Manager
Employment Type: Full Time, Permanent

Company Profile

McAfee Software (India) Pvt. Ltd
McAfee, Inc., (NYSE: MFE) headquartered in Santa Clara, California and the global leader in Intrusion Prevention and Security Risk Management, delivers proactive and proven solutions and services that secure systems and networks around the world. With its unmatched security expertise and commitment to innovation, McAfee empowers home users, businesses, the public sector, and service providers with the ability to block attacks, prevent disruptions, and continuously track and improve their security. Please visit www.mcafee.com to know more.

McAfee India Center (MIC) based out of Bangalore, is a key McAfee hub with strategic import and global outlook. MIC offers exciting career opportunities for bright talent interested in developing and supporting pioneering security products and solutions around the world.
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Contact Details

Recruiter Name:HR

Contact Company:McAfee Software (India) Pvt. Ltd