Customer Success Manager

As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.  

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.  

If this sounds like you, read on. You could be the next "Nozomier"! 

In this role, you will:  

• Develop and manage customer portfolio.  
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.   
• Drive revenue growth by demonstrating successful achievement of customer guided value measures  
• Minimize customer churn through customer success plans and customer lifecycle management.  
• Resolve customer requests and concerns ensuring improvements to customer experience.  
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.   
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.  
• Be a reliable point of contact and brand ambassador for Nozomi and its products.   
• Work across departments ensuring proper customer visibility and outcomes are met.  
• Aid in product design and product development through customer feedback.  
• Assist in creating training courses and educational materials for other members of the department.  
• Evaluate and improve tutorials and other communication infrastructure.  

To be successful in this opportunity, you will have:  

• 2+ years of proven experience in a customer success position supporting a technical product 
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes 
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.  
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks 
• 3+ years of experience in IT and network security (OT experience is a plus) 
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered 
• Previous experience in a TAM or SE role is highly valuable 
• Experience working with brand image and promoting value through customer experience  
• Accountability, personal organization, and ability to multi-task.  
• Self-driven and proactive nature.  
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations 
• Leadership and Competency engaging with CxO to technical staff.  
• Experience analyzing and optimizing processes in the Customer Success department.  
• Patient and active listener.  
• Passion for service.  

Core Competencies: 

• Active Listening and Communication 
• Business Insight and Acumen 
• Drive for Results (Get things done) 
• Emotional Intelligence (EQ), Interpersonal skills and Empathy 
• Objection Handling, Influencing and Negotiation 
• Planning & Organizing 
• Professional & Technical Expertise 
• Relationship Building and Customer Focus 
• Resilience and Adaptability 
• Solution Orientated Mindset 
• Teamwork, Collaboration and Cultural Alignment

Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $75,000 - $95,000. This is the range the company reasonably and in good faith expects to pay for the position taking into account factors including job-related knowledge, skillset, experience, education and training, certifications, and other relevant business factors. Applications outside the range are welcome to apply.

Additional Compensation and Benefits: The company also offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees.  The successful candidate may also be eligible to participate in the company’s equity program and/or variable bonus program, subject to the rules governing such programs.

In addition, eligible employees are able to enroll in a 401(k) plan along with the employer matching program. Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave.

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