Customer Success Manager @ Aryaka Networks

ng-non-bindable> Description

Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring that our customers derive maximum value from Aryakas network security solutions. The CSM will work closely with clients to understand their security and network performance needs, provide guidance on best practices, and foster long-term relationships. This role requires collaboration with internal teams to deliver a seamless and exceptional customer experience.

Key Responsibilities:
Customer Success Management:
o Develop and maintain strong relationships with customers to ensure their success with Aryaka s SASE products and services.
o Educate customers on the capabilities and best practices using our products and solutions.
o Gather customer feedback and collaborate with internal teams to implement improvements and optimize customer experiences.
o Analyze customer data to identify trends, opportunities, and best practices for security and network management.
Performance Management:
o Track and report on territory coverage and account alignment.
o Manage Account, Opportunity, and Territory Alignment in Salesforce.
o Respond to reporting requests and provide ad hoc analysis as needed.
o Assist in the bookings and revenue forecast process, including pipeline and forecast management.
Collaboration and Liaison:
o Act as a liaison between Sales and other functional groups, including Legal, Product, Finance, and Support.
o Participate in daily and weekly team meetings and conference calls.
o Manage renewals and account true-ups.
o Oversee order processing and opportunity management to ensure accuracy and approval based on standard terms and conditions.
Other Duties:
o Assist in maintaining data cleanliness in Salesforce.
o Balance multiple priorities and deadlines.
o Perform other duties and projects as assigned.

Required Qualifications:
BA/BS degree in Business, Computer Science, or a related field, or equivalent work experience.
5+ years of experience in Customer Success Management.
Demonstrated ability to balance multiple priorities and deadlines.
Exceptional organizational skills.
Proficiency in Microsoft Office Suite, specifically Excel and PowerPoint.
Experience in the Telco sector with circuits, SASE, and/or cybersecurity in a customer-facing role.
Ability to analyze customer data to identify best practices.

Preferred Qualifications:
Competence in Salesforce administration and reporting.
Strong relationship-building abilities across all organizational levels.
Technical aptitude for learning software programs.
Strong project management experience, especially with a diverse portfolio of clients.
Personal Attributes:
Excellent communication and interpersonal skills.
Customer-centric mindset with a passion for helping customers achieve success.
Ability to work independently and as part of a team.
Strong problem-solving skills and attention to detail.