About the role
Zimperium® is an industry leader in enterprise mobile security, being the first and only company to provide a complete mobile threat defense system that offers real-time, on device world-class protection against both known and unknown next generation of advanced mobile cyberattacks and malware.
Our MTD and award-winning machine learning-based engine protects against device, network, phishing and application attacks for IOS, Android and Windows devices, using a non-intrusive approach to always protect privacy of users.
As part of our fast growing pace, we are currently looking for a Senior Customer Success Manager. The candidate for this role will manage post-sale Customer relationships including building customer relationships, managing renewals, facilitating expansion opportunities, driving solution adoption & business value, managing escalations and achieving Customer delight. The role requires a blend of strong Customer management experience with a strong technical background.
LOCATION: Washington D.C.
RESPONSIBILITIES:
- Account management - Proactively manage client relationships to ensure renewals, referenceability and facilitate expansion opportunities with sales teams
- Public Sector Focus - Manage a strategic portfolio consisting of Federal Civilian/Defense agencies and State, Local, and Education (SLED) entities
- Drive Product Adoption & Demonstrate Business Value - Drive the adoption of Zimperium’s solution within the Customer’s user base and assist the Customer to realize the business value
- Product & Domain Expertise - Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This includes basic technical skillset to understand architecture; being able to extract & interpret the underlying business data
- Customer Satisfaction & Risk Management - Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations
- Customer Advocacy - Gather Customer’s feedback about products, their use-cases channel them effectively to drive product capabilities
- Customer Onboarding - Assist the Customer with deployment planning, best practices deployment approach and proactive management of risks to facilitate a smooth and agile rollout of the solution
QUALIFICATIONS
- B.S. in Computer Science or an equivalent engineering degree
- 10+ years of experience working with Enterprise software solutions, startup experience desirable
- 5+ yrs experience in customer success roles, preferably with security companies, managing portfolio of large enterprise and/or Federal customers
- Self-motivated, strong problem-solving skills with good business acumen. Domain expertise in Mobility & Security is highly desirable
- Ability to travel
ADDITIONAL RESPONSIBILITIES
- Collaborate effectively with internal teams – Work closely with Engineering and Product teams in different time zones to address customer issues
- Roll up your sleeves - Learn everything about the product and how its deployed to ensure you can have in-depth quality conversations with the customer