Customer Success Manager, EMEA

5 months ago

Cork, Ireland Keeper Security, Inc. Full time

Description

Keeper is hiring a driven Customer Success Manager to join a high producing team within our B2B sales division. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while expanding and developing customer relationships in this pivotal role

About Keeper

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our award-winning, zero-trust, privileged access management platform deploys in minutes and seamlessly integrates with any tech stack and identity application to provide visibility, security, control, reporting and compliance across an entire enterprise. Trusted by millions of individuals and thousands of organizations, Keeper is an innovator of best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Job

Join an elite group of proven performers and highly successful Customer Success professionals. Our team is full of seasoned technologists, with experience selling into SME and Enterprise level accounts. They have a passion for helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.

  • Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows
  • Meet or exceed sales targets within SMB Cohort 
  • Provide strong interactions with customers at the Senior Management level with support on forming relationships with C-level contacts
  • Work with clients to negotiate contract renewals, cross-sells and upsells
  • Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews
  • Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals
  • Advise customers on best practices for securing and protecting their business against password related breaches
  • Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
  • Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers
  • Understand and navigate account procurement practices to negotiate licensing contracts
  • Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space
  • Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features etc.
  • Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert
  • Drive customer advocacy in the form of references, referrals, and case studies
  • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas
  • Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
  • Act as a subject matter expert on all Keeper products, staying knowledgeable and up-to-date on changes, updates, and new products
  • Contribute towards the development of a strong team environment by upholding high work standards
  • Jump at opportunities to go the extra mile to ensure our customers are supported and successful

Requirements

  • 1+ years of experience in Account Management or SaaS Customer Success roles/Sales roles
  • Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
  • Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
  • Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives
  • Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
  • Energetic and self-motivated; a team player who is also a proactive and creative problem solver
  • Aptitude for learning software; strong with business applications
  • Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
  • Working knowledge of Salesforce.com
  • Undergraduate degree preferred (BA/BS)
  • Experience working in IAM industry is a plus

Benefits

  • Onsite lunches
  • Private healthcare (no wait period)
  • Pension contribution (no wait period)
  • Sick Pay
  • Bike-to-Work Scheme (if local)

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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