Job description
Client Success Manager III
Location: Manila, Philippines
Language Requirement: Must be fluent in both English and Tagalog
The Client Success Team is composed of Client Success Managers (CSMs) who are well versed in cyber security, and whose purpose is to assist customers in getting the most value out of BlueVoyant platform and solutions.
BlueVoyant’s renowned cybersecurity SaaS platform offers top-tier solutions to safeguard businesses from evolving threats. Our extensive range of services and expertise enable organizations to proactively defend against cyberattacks and secure their sensitive information effectively.
We are seeking a passionate and experienced Customer Success Manager (CSM) to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our CSMs are crucial in driving the adoption of our cybersecurity solutions and SAAS platform product.
Responsibilities:
- Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc.
- Primary advocate within internal BV stakeholder groups to drive tangible outcomes
- Responsible for managing customer communications internally with respective BV Teams
- Responsible for the coordination of all customer interactions, (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams
- Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
- Drives customer adoption/engagement of current and additional services provided from BV
- Aids in driving retention conversations to ensure customers are on target for contract renewals
- Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.)
- Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings
- Works directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts
- Creates, organizes, and shepherds customer value discussions with the customer quarterly
- Able to communicate BV product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
- Able to articulate BV’s offerings, benefits, SOPs and deliverables without hesitation
- Advanced understanding of assigned BV Specific Product sets
Qualifications:
- 7+ years of client services, IT and cyber security background
- Background working with customers on the technology stack and/or the tools directly for Microsoft, Crowdstrike, and Splunk; ability to self-teach and pick up technical foundations quickly
- Must be fluent in both English and Tagalog
- Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
- Able to operate independently with minimal support from leadership
- Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
- Superior organizational skills and ability to adapt to quickly evolving environments
- Excellent written and verbal communication skills; strong speaking capabilities with both virtual and in-person presentations
- Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
- Able to define, create, execute service improvement plans
- Ability to provide advanced feedback and technical requirements for process maturity
- Can create, adhere to, and help influence standard organizational systems
- Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership
About BlueVoyant
At BlueVoyant, we recognize that effective cyber security requires active prevention and defense across both your organization and supply chain. Our proprietary data, analytics, and technology, coupled with deep expertise, works as a force multiplier to secure your full ecosystem. Accuracy! Actionability! Timeliness! Scalability!
Led by CEO, Jim Rosenthal, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.
Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest, and Latin America.
All employees must be authorized to work in the Philippines. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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