As a Customer Success Manager at Kwan, you'll be part of a ground-breaking team on our client's product portfolio. It's up to us to educate customers on the value of machine identity management and what it can do for them. We are the experts: we dive in deep to understand what it takes to achieve the business outcomes for the customer. We work to ensure that they understand their opportunities and that all of their business goals with our Client get met —no more outages!
You will actively manage a group of customers on their journey from getting implemented onwards. You'll be the guide to our client's customers in understanding why machine identity management is important, and how they can creatively address their security needs.
**Key Result Areas**
- Drive the customer intent to renew by driving adoption of purchased Client's software to achieve the customer business outcomes through the use of a Customer Success Plan.
- Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
- Analyze accounts to identify churn risk and work proactively to eliminate that risk.
- Educate champions and their teams on the value of machine identity management and help uncover and guide them to solve new use cases.
- Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
- Organize sessions and/or QBR with internal and customer stakeholders.
- Guide new customers through their onboarding process to achieve a short time to value.
- Contribute to initiatives within the customer success team to improve the customer experience for all tiers.
- Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing.
- Helping customers to address existing and new use cases by demonstrating functional knowledge of the Client's products.
**Requirements**:
- Minimum 3-5 years in software customer experience management.
- Flexible availability to support AEDT business hours (APAC Customers)
Example schedule: Sunday to Thursday from 2 PM PST to 10 PM PST with some flexibility based on customers' needs
- Experience managing accounts with a software platform that solves complex problems, across many business units
- Scrappy mentality we wear many hats and are willing to get our hands dirty.
- Proven ability to educate, build, and maintain relationships with executive decision-makers.
- Experience in delivering outstanding customer service and supporting and driving our customers to their business outcomes
- Excellent creative and critical thinking skills and ability to be preemptive.
- Strong communication and presentation skills much of our day-to-day is spent thinking of and presenting solutions to customers.
- Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our customers.
- Proven ability to manage multiple complex customer journeys at once.
- Show a proactive approach in working with Customers
**What sets you apart?**
- Customer Success Experience in a SaaS-based Security software environment.
- Named, global or large enterprise account management experience
- Knowledge in the Machine Identity Management area
