Customer Success Manager overseeing colocation, cloud, and managed services to enhance customer value and retention. Collaborating with sales and support teams to ensure customer success in their journey with Flexential.
About the role
- Customer Success Manager at Fortanix ensuring customer satisfaction and driving adoption of their data security solutions in the APJ region. Collaboration with teams to enhance customer relationships is key.
Responsibilities
- Own the customer relationship with Fortanix customers, acting as a voice of the customer with GTM, Product and Engineering.
- Help with customer onboarding and training, thus driving adoption.
- Understand customer requirements, challenges, and the business outcomes they are expecting from their investment.
- Create and execute customer roadmaps. Drive consumption and ongoing usage of Fortanix with a high level of CSAT.
- Develop and execute strategic account plans with a focus on increasing product adoption new routes to value.
- Conduct periodic Business Reviews to ensure strategic alignment for consistent and timely collaboration with customers.
- Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within Fortanix.
- Proactively monitor and track usage, product consumption gaps, identifying opportunities to address potential issues.
- Be an expert on Fortanix, customer use cases and product integrations, while staying current with industry trends in crypto, HSMs and secure computing.
- Prior experience working with a SaaS solutions company and/or an enterprise software company
Requirements
- Bachelor’s degree in business or engineering, or equivalent work experience
- 3-5+ years of experience in Account Management, Customer Success, or Technical Support Engineering with a successful track record of execution.
- A knack for learning new technologies and new products, with the ability to communicate technical details with clarity.
- Demonstrated experience fostering relationships with technical and non-technical customer personas.
- Integrity and flexibility: you can patiently and enthusiastically navigate ambiguity in seeking solutions to new challenges.
- Familiarity with HSM and crypto technology. Experience with HSM from another company is a plus
- Shift Hours - APJ
- Experience working in a global organization with customers in different geographies.
- Comfort communicating in challenging customer situations.
- A demonstrated record of success in delivering customer outcomes.
- Experience in shaping positive relationships with new customer stakeholders or customer detractors.
Benefits
- Hybrid Work Model
- 12 Annual Leaves & 12 Casual/Sick Leaves
- 8 Public Holidays + 2 Floating Holidays
- End of Year Recharge Week off
- Comprehensive Medical and Dental Insurance Coverage for employees and their eligible dependents
- Group Life Insurance
- Personal Accident Insurance
- Internet Reimbursement
- Employee Stock Options
- Onsite Snacks, Lunches, and Dinners Provided
- Quarterly Beer Bashes & Year-End Celebrations
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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