As the Customer Success manager, you will be responsible for customers both post onboarding and during pre-sales. During post onboarding, you have to ensure that customers understand how they can manage their cybersecurity and compliance programs using the platform, drive usage and identify new use cases to expand the platform’s impact on the customer. During pre-sales, you have to understand the customer pain points, identify the resonance from existing customers on how they can be used for new customers during pre-sales and help manage the pipeline, with revenue-focused opportunities targeting both new and existing clients to increase Cyber Sierra’s market positioning in both the local and international markets.
About you - Mindset
You are a self-starter who can roll up your sleeves and do deep work. You are driven to achieve the right result through intelligent work and integrity. You are ambitious to build something from scratch and make a big impact.
About your responsibilities
Customer Success:
- Developing valuable customer experiences through Cyber Sierra’s products, services and your conversations
- Understand the client’s pain points, with a solution oriented approach and bias for action
- Channel feedback to the product team in a timely manner
- Conduct client training for the platform as apt/proactively
- Promote the value of the product in line with client requirements
- Develop positive correlation between the customer success work with client conversion and paying customers’ retention rates.
- Develop sustainably profitable growth looking at upselling and cross-selling opportunities
Pre-sales:
- Maintain updated overview of the sales funnel as part of daily sales cadence
- Identify top of the funnel conversations in various geographies - Singapore, US, Japan and Australia
- Conduct top of the funnel activities such as events and conferences
- Develop sales collaterals and pricing proposals as apt
- Identify new revenue streams through collaborations and partnerships in the assigned markets
