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Customer Success Manager - Rapid Response

Burlington, MA, US, 01803 Carmel, IN, US, 46032

Sophos Labs

Job Purpose:

As a Customer Success Manager for our Rapid Response team, you are a critical part of our customers’ adoption of Sophos’ Managed Threat and Response (MTR) service. You will act as a point-of-contact, establishing relationships to facilitate efficient onboarding, implementation of MTR components, and real-time support and strategy.

You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. 

Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MTR.

 

Main Duties:

  • Own the customer relationship, providing ongoing and proactive support to MTR customers to drive high levels of customer satisfaction, deep engagement, and mutual success
  • Guide your customers through the Rapid Response process into the MTR service
  • Handle customer escalations and ensure appropriate actions are taken to address customer concerns
  • Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
  • Identify and grow expansion opportunities within the customer base and collaborate with the sales teams to ensure growth attainment
  • Identify risks to renewals with our customers on an ongoing basis and collaborate with internal teams to remediate customer concerns
  • Communicate requests discovered during customer interactions into the Product Management team
  • Be a customer advocate in influencing product roadmap and improvements
  • Identify and escalate risks from the customer to enhance customer success
  • Liaise with customers to manage escalations due to service or support related issues
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Work in partnership with Operational, Technical, Sales and Product teams to provide customer feedback and ensure requests are resolved in a timely manner

 

Skills & Experience:

  • 3+ years working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption
  • Experience working with cybersecurity solutions
  • Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
  • Strong presentation and communication skills, verbal and written
  • Project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Highly data-driven with a dedication to following processes
  • Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
  • Flexibility for travel

 

Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.