Customer Success Manager

SSC Egypt

Customer Success Manager (CSM),

plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage. They build relationships, address concerns, and identify opportunities for growth and expansion.

Key Responsibilities of a Success Manager (CSM):

Customer Onboarding and Training:

Guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively.

Relationship Management:

Building and maintaining strong, trusting relationships with key client stakeholders.

Proactive Issue Resolution:

Identifying potential problems early and working to solve them before they impact customer satisfaction.

Performance Monitoring:

Tracking and analyzing customer usage, identifying trends, and flagging areas for improvement.

Customer Success Planning:

Helping clients develop and achieve their goals using the product or service.

Up-selling and Cross-selling:

Identifying opportunities to expand client relationships and increase revenue.

Internal Collaboration:

Working with sales, product, and other internal teams to ensure client success.

Feedback Collection:

Gathering customer feedback and providing it to internal teams to improve the product or service.

A Cyber Security Pre-sales Consultant is responsible for driving revenue growth by providing technical expertise, conducting services demonstrations, mainly in the area of GRC and assisting in the development of proposals and solutions for clients. They act as a trusted advisor, understanding client needs and communicating insights to the sales team.

The services provided in this domain (IT framework, ISO 27001, CCC, GRC domain, .etc)

Key Responsibilities:

Technical Expertise:

Possess a deep understanding of cybersecurity frameworks, products, and services.

Solution Design:

Develop and present tailored security solutions that meet client needs, often including designs, proposals, and technical documentation.

Customer Engagement:

Build relationships with clients, understand their challenges, and offer expert advice.

Sales Support:

Work closely with the sales team to qualify opportunities, prepare proposals, and assist in closing deals.

Product Demonstrations:

Conduct product demos and proof-of-concept sessions to showcase solutions.

Requirements Gathering:

Collect and analyze customer requirements, conducting workshops and presentations to understand their needs.

Commercial Documents:

Assist in creating and updating commercial documents like RFPs and RFIs.

Staying Current:

Keep up with industry trends, competitor offerings, and emerging technologies.

Collaboration:

Work with internal teams, partners, and vendors to ensure successful solution delivery.