Sr. Customer Success Manager

3 Months ago • All levels • Customer Service

Job Summary

Job Description

As a Sr. Customer Success Manager, you will work with major clients, focusing on retaining them and driving adoption of the company's solutions. You will build relationships with customer contacts, including CXOs, and internal departments. Your responsibilities will include developing a trusted advisor relationship with customer managers, increasing customer retention, and conducting regular check-in calls. You will also serve as a single point of contact, coordinate onboarding, articulate business value, track customer activity, identify upsell opportunities, serve as a customer advocate, and work on escalation and resolution processes. Additionally, you will mentor new hires and lead special projects. The ideal candidate will have fluency in Japanese and English.
Must have:
  • Fluency in Japanese and English is required
  • Excellent presentation and communication skills
  • Strong interpersonal and relationship-building skills
  • Strong organizational and time management skills
  • Cross-functional leadership and team coordination skills
Good to have:
  • Fluency in Japanese and Korean is a plus

Job Details

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more

At Fortra, we’re breaking the attack chain. Ready to join us? 

Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers 

 WHAT YOU’LL DO 

With limited supervision and using independent judgment: 

  • Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders. 
  • Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.  
  • Be the single point of contact and escalation for the customer, personally helping with questions/issues. 
  • Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.  
  • Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions. 
  • Track customer activity to identify churn risk and work proactively to eliminate that risk.  
  • Identify upsell opportunities and pass to Sales contact. 
  • Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business. 
  • Work closely with internal resources on escalation and resolution processes for critical customer issues. 
  • Mentor and train new hires and less experienced peers. 
  • Serve as a subject matter expert and go-to resource within department and outside of department. 
  • Handle larger or strategic customer accounts as requested. 
  • Lead special projects. 
  • Perform additional duties and projects as assigned by management. 

 QUALIFICATIONS 

  • Fluency in Japanese and English is required. 
  • Four-year degree preferred
  • Excellent presentation, written, and oral communication skills 
  • Strong interpersonal skills and experience initiating and building positive relationships 
  • Strong organizational and time management skills with the ability to manage multiple projects  
  • Cross functional leadership and team coordination skills 
  • Proven ability to navigate difficult and complex customer concerns with ease 
  • Creative problem-solver who acts confidently – spearheading solutions to problems that arise 
  • Demonstrated ability to research issues in a resourceful manner prior to escalating  
  • Subject matter expert in multiple brands 
  • Demonstrated negotiation and persuasion skills; ability to be tenacious 
  • Able and willing to travel on-site for customer visits as required by the business (up to 25%)
  • Fluency in Japanese and Korean is huge plus

3320

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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About The Company

At Fortra, we’re not just responding to cyber threats but anticipating them, planting obstacles, and breaking the attack chain. Fortra is a global cybersecurity company offering advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. Armed with a team of passionate experts driven by a shared purpose, we work together to empower our clients with the tools, intelligence, and expertise to safeguard what matters most. Fortra provides equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, genetic information, status as a covered veteran, age, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected characteristic.

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