Orca Security - Customer Success Manager
Requirements
• 5+ years of Cybersecurity enterprise sales experience and understanding of the competitive landscape • Executive level contacts in the region and prior sales experience hunting net new accounts • Repeated top performer in your region with stable record with at least 2+ years in each organization or upward growth within the same • Excellent communicator both written and verbal to adeptly explain complicated concepts to a variety of audiences and skill level • Demonstrated experience with target account selling, solution selling, and/or consultative sales techniques. MEDDIC experience a plus
Responsibilities
• Managing the entire Customer Journey for an assigned portfolio of Customers. • Partner with Customer Success Engineers to identify and drive customer objectives, operationalization, outcomes and value. Ensuring that technical enablement ties to customer goals and helps them achieve their own business KPIs. • Define and execute Customer Success Plans that drive both adoption and value. • Be a trusted advisor for customers, communicating upcoming product changes, enhancements, and serving as an internal voice of the customer. • Work with customer stakeholders, executive sponsors, and partners to drive business value and expansion. Build strong relationships within all levels of the organization from the practitioner level all the way up to the C-suite. Proactively reach out to other BUs and executives to expand Orca’s footprint. • Identify risks, manage escalations, and collaborate cross-functionally within Orca. • Lead Executive Business Reviews (EBRS) & Quarterly Business Review (QBRs). • Own Customer renewal opportunities and partner with Account Executives on Customer Expansion opportunities. • Contribute to defining and bringing maturity Customer Success Playbooks, Journeys, and Best Practices. • Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, ChurnZero, Google Workspace, Slack, etc. • In your day to day with customers, you are the owner of the relationship, meaning that you understand your customer use cases, business outcomes, feature requests, escalation points, and key players at all times.
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