Enterprise Customer Success Manager

Job Description

As a Enterprise Customer Success Manager at CyberArk you will use your skillset to build key relationship with your customer base to ensure the CyberArk product implementation is completed successfully. It will be your responsibility to work proactively with customers to use outcome-based reporting and KPIs to show a return on investment. With this in place you will help to grow and build CyberArk’s footprint within your region.  A key part of the role is to partner with sales, SEs and Professional Services to ensure customer needs are met. You will be a trusted advisor on security and best practices. Prior experience with CyberArk Software solutions or relevant experience with enterprise applications, security management is an advantage 

Responsibilities 

• Establish a trusted adviser relationship with your customers and drive key relationships 
• Understand CyberArk products, their features, functions and understand how they can be used to address customers security concerns 
• Work closely with the customer to create, define and review success criteria 
• Conduct Quarterly business reviews to ensure successful outcomes are being  achieved from CyberArk solutions 
• Monitor customer support tickets to ensure SLAs are met 
• Track product adoption to ensure high retention rates 
• Define success plan for at-risk customers and execute in collaboration with functional team 
• Work closely with sales team on contract renewal, upsell, and cross-sell opportunities 
• Ability to manage complex customer relationships that may extend across multiple products and regions 

Qualifications

• 3+ years in a Customer Success, Sales Engineer, Account Management, or similar role 
• Excellent communication and interpersonal skills; ability to build relationships at multiple levels and to work cross the organization to deliver best results for customers and CyberArk. 
• Experience working with large enterprise customers (Executive level, CXO) 
• Experience building and maintaining relationships, with a goal to mitigate customer churn and drive successful and renewals 
• Knowledge of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations 
• Strong experience with Windows/Active Directory administration, knowledge of UNIX/Linux, databases. 
• Scripting, development, DevOps highly desirable. 
• Cloud technologies such as AWS, Azure, GCP a plus 
• Installing and support enterprise software on Windows and UNIX platforms 
• An understanding of security concepts and the development of security roles within organizations 
• Prior experience with CyberArk Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions preferred especially in the IAM and SIEM space 
• Fluency in English and Native German language