Customer Success Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Establish robust, trustworthy relationships with Forcepoint clients.

• Comprehend customer objectives for leveraging Forcepoint cybersecurity solutions and assist them in realizing value from their investment.

• Promote customer adoption of Forcepoint solutions to help them achieve their objectives.

• Guide customers through challenges and coordinate appropriate strategies and Forcepoint resources.

• Offer recommendations and best practices for the effective use of Forcepoint solutions.

• Conduct regularly scheduled business reviews to evaluate progress towards customer goals and identify new goals.

• Convey the customer perspective to Sales, Product Management, Professional Services, and Technical Support.

• Oversee customer product usage and health scores, ensuring alignment with both internal and external teams.

• Assist in achieving high customer renewal and satisfaction rates.

• Identify expansion opportunities.

• Prioritize enhancements or updates to the product.

• Recognize potential reference customers and case study opportunities.

⛳️ Requirements

• 4-6+ years of previous experience in a customer-facing role such as Customer Success, Account Management, Relationship Management, or a related discipline.

• Previous experience in technical fields related to networking, cybersecurity, ITSM, AI, and similar areas.

• Capability to engage meaningfully with subject matter experts in network security solutions such as Firewall, IPsec VPN, IDS/IPS, SSL VPN.

• Understanding of networking principles including Layer 2 and 3, TCP/IP, 3-way handshake, and DNS.

• Familiarity with the HTTP protocol, including its structure, status codes, and authentication processes.

• Knowledge of Active Directory, encompassing domains, structure, permissions, and group policies.

• Understanding of MSSQL fundamentals, including management interface, log access, database browsing, simple queries, permissions, and job management.

• Experience with enterprise applications, including performance, interaction, and troubleshooting conflicts.

• In-depth knowledge of server operating systems such as Linux and Windows.

• Familiarity with information security concepts.

• Commitment to customer satisfaction and delivering on commitments.

• Excellent communication skills across all levels, including senior management.

• Demonstrated ability to provide exceptional service and support through effective task management and issue ownership.

• Ability to collaborate with cross-functional teams.

• Strong motivation to follow and enhance processes.

• Creative problem-solving abilities.

• Patient and active listening skills with precise information capture.

• Proactive attitude and eagerness to learn about Forcepoint product developments, industry trends, and the competitive landscape.

• Applicants must possess the right to work in the location to which they have applied.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Collaborative and innovative work environment.