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Customer success manager

Bournemouth
ESET
Customer success manager
Posted: 10 July
Offer description

ESET Bournemouth, England, United Kingdom


Customer Success Manager

ESET Bournemouth, England, United Kingdom

1 day ago Be among the first 25 applicants

Summary

The Senior Customer Success Manager (CSM) is tasked with managing a portfolio of high-demand ENT accounts, providing expert advisory services, and fostering proactive relationships.

Summary

The Senior Customer Success Manager (CSM) is tasked with managing a portfolio of high-demand ENT accounts, providing expert advisory services, and fostering proactive relationships.

Job Description

In this role, maintaining regular contact with customers and continuously monitoring their health is crucial. The CSM will guide customers through onboarding to ensure they achieve full value and understanding of ESET's products or services, serving as the primary point of contact throughout the customer's relationship. The CSM must possess a comprehensive understanding of customers' solutions, providing basic troubleshooting and advisory services, and collaborating with other departments to craft adoption roadmaps tailored to each customer. Driving product adoption and crafting tailored success plans remain focal points, as does internal collaboration to mitigate renewal risk and advocate for customer needs. Keeping on track with ESET's product offerings and spearheading customer advocacy initiatives are essential responsibilities. Moreover, if customers demonstrate interest in upgrading to a higher tier of product or service, or express a desire for early renewal, the CSM refers them to the Sales Department and work together to provide seamless experience to the customer.

Functional Responsibilities And Duties


* Manage a portfolio of high-demand ENT accounts.
* Provide expert advisory services to customers.
* Foster proactive relationships with customers.
* Maintain regular contact and continuously monitor customer health.
* Guide customers through onboarding to ensure full product understanding and value realization.
* Serve as the primary point of contact throughout the customer's relationship with ESET.
* Offer comprehensive understanding of customers' solutions, including basic troubleshooting and advisory services.
* Collaborate with other departments to craft tailored adoption roadmaps for each customer.
* Drive product adoption and develop tailored success plans.
* Collaborate internally to mitigate renewal risk.
* Advocate for customer needs within the organization.
* Stay updated with ESET's product offerings.
* Spearhead customer advocacy initiatives.
* Facilitate referrals to the Sales Department for potential upgrades or early renewals, ensuring a seamless customer experience.
* Plan and coordinate the work of colleagues in accordance with superior's instructions, be responsible for the performance of the tasks entrusted to it in accordance with established procedures and processes and prioritize tasks of colleagues in order to meet established objectives and achieve required results.
* Perform conceptual, systemic, creative and methodical activities.
* Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company



At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.


Seniority level

* Seniority level

Mid-Senior level


Employment type

* Employment type

Full-time


Job function

* Job function

Analyst and Customer Service
* Industries

Software Development and Computer and Network Security

Referrals increase your chances of interviewing at ESET by 2x


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