Manager, Customer Success Management NAM West

About the role

Forcepoint simplifies security for global businesses and governments. With over 20 years in business, 2,700 employees, operations in 150 countries, and 11,000+ customers, Forcepoint is dedicated to protecting sensitive data and intellectual property. We are seeking a Manager, Customer Success Management for our NAM West territory.

Responsibilities

• Ensure customer satisfaction is always a priority.
• Establish and track KPIs associated with this goal.
• Develop and communicate expectations and expected levels of service required by our customers.
• Establish consistency in service and culture across departments, develop policies and procedures for enhancing and fixing products, and manage personnel issues.
• Make recommendations concerning departmental needs to meet expected growth and long-term strategic plans, creating a positive workplace with opportunities for the team.
• Train and mentor team members in their career development.
• Accurately prioritize and relay customers' needs within Engineering, Product Management, Sales, and Technical Support.
• Act as an escalation point for customer issues, defining, communicating, and managing resolution plans, and collaborating with Delivery Teams to ensure proper resources are added to escalations.
• Provide professional leadership, focusing on monitoring activity, performance, and customer satisfaction.
• Coach and mentor the team, ensuring their ongoing development is progressing.
• Be commercially aware of key industry developments and market trends.
• Act as a key contributor within the Sales Management Team.
• Use a consultative approach to educate end users and reseller partners, provide timely follow-up, closure, and tracking of all identified opportunities.
• Provide weekly business pipeline reports/forecasts for all business developed.
• Work closely with sales operations/administration.
• Efficiently engage with sales resources, SE, Channel, Solutions Sales Specialists, and Executives as required.

Requirements

• Bachelor’s degree or equivalent experience.
• 3-5 years management experience managing teams in Technical Account Management, Customer Success or Renewals.
• Minimum 3 years working in a technology company, cybersecurity experience preferred.
• Proven track record in mentoring, motivating and appraising staff who are motivated to achieve results.
• Successful track record in delivering to defined revenue/margin targets.

Qualifications

• Strong written and oral communication skills.
• Self-starter and proactive leader willing to display initiative with common sense.
• Results-driven and committed to 'outcomes rather than output.'
• Team-focused, with the ability to gain the personal support of others.
• Capable of developing empathy and rapport internally with staff and with customers and partners.
• Strong work ethic and commitment to quality and customer service.
• Excellent negotiation and problem-solving skills.

Skills

• Customer Service
• Leadership
• Project Management
• Communication
• Problem Solving

Benefits

Forcepoint is committed to fair and equitable compensation practices. The salary range and variable compensation for this role is $130,000.00 - $150,000.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint’s total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits.

Pay

$130,000.00 - $150,000.00

Schedule

Flex, Austin (in office Tues & Weds)