Senior Customer Success Manager

About Trantor

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE™ engagement model, we operate as a seamless extension of our client’s teams to provide rapid scalability with predictable budgets.

Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cyber Security industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent.

Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners

Please visit us at: https://trantorinc.com

Key Responsibilities of the Role:

• Lead client’s onboarding experience, adoption, and expansion across a range of relationships
• Develop a strong partnership with customer shareholders, channel partners, and executive sponsors to drive product adoption
• Be a customer advocate in influencing product roadmap and improvements
• Coach customers on how to establish and implement their Cloud Security change management,governance, the center of excellence programs
• Identify and escalate risks to the customer and support team to achieve client success
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
• Address and associated business benefits to align with emerging and evolving needs
• Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement

What it takes to catch our eye

• Having 6+ years of experience in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
• Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity
• Experience with a SaaS solutions company and/or an enterprise software company
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
• Highly data-driven with a dedication to following the process
• Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges