Position Title: Customer Success Manager
Location: Reston, Va
Could Also be located in Draper, Ut or Milpitas, Ca
FireEye is the intelligence-led security company. Working as a seamless, scalable extension of customer security operations, FireEye offers a single platform that blends innovative security technologies, nation-state grade threat intelligence, and world-renowned Mandiant® consulting. With this approach, FireEye eliminates the complexity and burden of cyber security for organizations struggling to prepare for, prevent, and respond to cyber attacks. FireEye has over 5,300 customers across 67 countries, including more than 825 of the Forbes Global 2000.
The Customer Success Manager will provide continuous service to their assigned accounts in pursuit of our customers’ desired outcomes in their relationship with FireEye. The Customer Success Manager member of the Customer Success team, which includes various customer-oriented roles.
Manage an assigned list of customers and/or segmented customer categories
Understand customers’ Desired Outcomes in their relationship with FireEye
Work proactively to ensure that all customers receive maximum value from their purchase
Develop positive relationships with all members of internal and external customer teams
Use internal and external tools to monitor data about customer status
Proactively reach out to customers on a set schedule to obtain feedback and monitor the relationship
Work cross-functionally with other internal teams to cooperatively drive, maintain, and improve customer health
Work closely with Sales teams to enable successful customer expansion and renewal opportunities
Lead the effort to deliver an overall positive customer experience with FireEye
Enter customer feedback into systems of record
Partner with Sales teams to identify expansion and upsell opportunities
Document all customer interactions
BA/BS or equivalent
Experience managing customer relationships
Ability to juggle multiple priorities while properly understanding which tasks should receive highest prioritization
Technical aptitude and the ability to learn new technology concepts quickly
Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level.
The ability to effectively lead and direct a virtual meeting with a diverse set of attendees.
Strong knowledge of software platforms and systems used for managing customer relationships and internal data sources
Background and understanding of the cyber security industry generally, and security operations specifically
Demonstrated experience and aptitude for managing customer relationships
Outstanding organizational skills
Innate, continuous curiosity about technology, the security industry, FireEye, and our customers
Relentless dedication to assisting customers in the pursuit of their goals
Strong capabilities with MS Office Suite
Must be able to read, write, and speak English fluently and idiomatically. Multiple language skills are a plus.