FireMon - Customer Success Manager

• You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership • You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey • You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction • Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end • Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon • Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products • Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Provide project leadership and organization for customers’ major FireMon project initiatives. • Maintain current functional and technical knowledge of the FireMon product line. • Document, prioritize and manage competing requests across simultaneous client engagements. • Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found. • 4+ years of Customer Experience (or Account Management) experience within the Network Security space (or equivalent) • Excellent communication and organization skills • Highly motivated self-starter who can work well within teams or individually • The ability to explain technical subjects to non-technical personnel in large enterprises • Proven ability to build credibility and trust with customers and internal stakeholders by fully understanding their requirements • Experience maintaining valuable and outcome-based relationships with a diverse customer account base • Passion for working with leading edge Security and Network Monitoring technologies and a desire to understand FireMon's products, services, and technology • Bachelor's degree in relevant field, or equivalent experience • Willingness to travel based on customer and business needs • Active technical certification – CISSP level or similar industry related certification • 3+ years of experience in technical project management, technical account management, Consulting, Sales Engineering, or similar customer facing role • Bilingual Spanish or Portuguese skills highly preferred