The Senior Customer Success Manager is responsible for ensuring the overall success and ongoing renewals for Carbon Black's growing enterprise customer base. As a key member of the Customer Success team, the Senior CSM's primary focus is to own the health of their portfolio of accounts and to partner with the Renewals team on the renewal business for their designated enterprise accounts.
Why VMWare Carbon Black?
At VMWare Carbon Black, you'll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology.
Why You Matter
The Senior Customer Success Manager (CSM) is responsible for ensuring the overall health and positive outcomes for Carbon Black's growing enterprise customer base. As a key member of the Customer Success team, the Senior CSM's primary focus is to own the overall health for their designated enterprise accounts. The Senior CSM advocates for customer business needs within Carbon Black product management, services, and engineering organizations to ensure the overall health of its customers. There is a strong focus on driving outcomes across the customer journey from onboarding through renewal. The Senior CSM will also partner with the Field Sales team in securing the renewal and add-on business in the portfolio of accounts. The Senior CSM should be adept at developing a consultative relationship with key decisions makers within assigned enterprise accounts and further elevating executive relationships. They should also have an understanding of how the products operate and key technical understanding that provides value to their accounts.
What You'll Do
Responsible for overall customer success and health for a portfolio of Carbon Black's enterprise customers, ensuring that customers achieve a target security posture and get maximum value out of the products
Responsible for renewals for the portfolio of accounts and delivers results against monthly, quarterly and yearly forecast objectives
Partners with Regional Sales Representatives to discover, collaborate and close renewals and new and add-on business within the portfolio of accounts
Builds strategic relationships with CISOs, other key security leaders, and end users of Carbon Black products
Thinks strategically about customer success and adapts approach based on individual and sometimes evolving customer needs
Sets and manages customer expectations while continuing to highlight Carbon Black's distinctive value proposition in the market
Reviews health dashboard and open case log regularly; reacts nimbly and escalates issues as required.
Collaborates with the support and engineering teams to ensure that customers are healthy in their use of the products and any issues are addressed in a timely manner
Works with the product management team to ensure customer feature requests are addressed
Foresees risk and implements mitigation strategies
10% travel
What You'll Bring
Bachelor's degree from four year college
7+ years client management experience
5+ years enterprise software experience
Demonstrated sales acumen through previous employment, including proven success owning renewal business
Excellent verbal and written communications, presentation and facilitation skills
Understanding of enterprise software implementations and ongoing support within large and small IT departments
Knowledge of enterprise IT, including support and security operations
CISM, CISA, CISSP are helpful
Previous experience with Salesforce and Gainsight is desirable
Who We Are
Carbon Black is the leading provider of next-generation endpoint security. Carbon Black's Next-Generation Antivirus (NGAV) solution, Cb Defense, leverages breakthrough prevention technology, -Streaming Prevention,- to instantly see and stop cyberattacks before they execute. Cb Defense uniquely combines breakthrough prevention with market-leading detection and response into a single, lightweight agent delivered through the cloud. With more than 7 million endpoints under management, Carbon Black has more than 2,500 customers, including 30 of the Fortune 100. These customers use Carbon Black to replace legacy antivirus, lock down critical systems, hunt threats, and protect their endpoints from the most advanced cyberattacks, including non-malware attacks.
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-08-10
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.
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