Senior Customer Success Manager
Shruti Garg
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Updated: May 4, 2023
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
Job Category: Senior Customer Success Manager
Job Type: Full Time
Job Location: Mexico
Shift Timing: CST