Customer Success Manager
vor 17 Stunden
The future of work is flexible, and so is OneSpan. Our teams have proven that they are able to achieve their goals together while being apart throughout the global pandemic, and we are embracing work flexibility
Many positions and locations will provide you with the choice of in office work, distributed or hybrid. We collaborate with each employee to develop their preferred work environment.
As a OneSpan** Customer Success Manager (CSM),** you are responsible for the retention, adoption and growth of your portfolio of customers. You will do this by providing technical leadership coupled with a deep understanding of each customer's implementation, thus ensuring overall adoption and driving greater business value and satisfaction.
Leveraging your solid experience working in a **SaaS high-tech environment, as a** **CSM, you will develop relationships with your portfolio of customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals. Leveraging this customer knowledge, you will provide best practices on adoption, industry and implementation, recommendations, to ensure your customers maximize value from their investment in OneSpan.**
You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.
**Responsibilities**
- Develop a trusted advisor relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized.
- Proactively present advice, assistance and resources to help customers generate value from the products and services they have purchased. Develop recommendations using tools, best practices, and pre-defined solutions provided to you and based on your OneSpan functional expertise.
- Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers' business needs.
- Work hand in hand with your Sales team customers to ensure they are leveraging the solution and achieving success and engaging Professional Services resources as necessary.
- Onboard customers and ensure adoption for new use cases.
- Track, Monitor and identify success metrics on adoption and utilization, so as to provide guidance to customers.
- Develop a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
- Identify and assess renewal risks for customers' subscriptions or maintenance and collaborate with internal teams to reduce contraction/churn.
- Build ongoing customer relationships to ensure satisfaction and product loyalty
- Develop a deep understanding of your customers' business processes, goals, and strategies in relation to their use of our OneSpan solutions Assist with high priority requests or issue Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
- Provide industry insights, guidance and recommendations to customer strategic outcomes.
- Meet assigned targets for expansion, renewals and strategic objectives in assigned accounts.
- Become a technical product expert of our OSS solutions
- Promote positive working relationships with all internal and external customers.
**Profile**
- Bachelor's degree in a relevant field
- **3-5 years Customer Success experience within a SaaS high-tech work environment working **with enterprise customers - experience with Federal, Healthcare, Financial and Professional Services industries
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
- Experience making compelling presentations on complex IT/Business concepts - balance of teaching and listening/learning
- Experience identifying corporate client's needs and translating technical terms for non-technical customers
- Experience building a growth plan to demonstrate how Growth Offerings will deliver customer outcomes
- Experience working with Account Managers to set outcomes and measurable objectives with the customer.
- Experience in IT, Information Security, Cyber Security (preferable)
- Ability to prioritize, multi-task, and perform effectively under pressure
LI-FC1
LI-REMOTE
We offer you the opportunity to be part of a world of trusted digital interactions and agreements.
You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends, which inform and help your work. If you want to join a team that helps organizations to accelerate their digital transforma
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