Customer Success Manager

Trellix  

Role Overview:

The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix Solutions, leading to successful customer renewals. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings and support. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal.

Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products/services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)/services. May recommend specific solutions to achieve customer s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products/services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.