Customer Success Account Manager

Forcepoint

Responsibilities:

• Manage a diverse portfolio of customer accounts from signature to renewal.
• Accountable for ensuring customers achieve their desired outcomes and value from their Forcepoint investments by working with Onboarding, Professional Services, Tech Support, and Partners.
• Build and maintain relationships and trust at executive and technical staff levels within customer accounts
• Partner with Account team, Sales Operations, Executive sponsors and other key Forcepoint stakeholders to ensure alignment with driving value and retention of customer accounts
• Monitor customer utilization and health scores. Create Success/Action Plans to address at risk accounts.
• Conduct regular customer meetings and account reviews.
• Analyze data to improve customer experience and identify expansion opportunities.
• Comply with Success KPI tracking in tools such as Salesforce, Gainsight.
• Provide quarterly forecast for renewals and expansion opportunities. Own renewal opportunities to closure.
• Contract Management and Renewals Negotiations

Core Competencies:

• Commitment: Passionate about customer satisfaction and their results. Do what you say you will do.
• Communication: Ability to communicate effectively at all levels, including Executive leadership, both as a presenter and an active listener
• Presentation: Proficient in presenting to Executive and Technical levels within customer accounts; achieve strong engagement from the audience.
• Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership.
• Cross-Functional Thinking: Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously.
• Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs.
• Creativity: Ability to solve problems creatively, including stepping outside of process when necessary.
• Attention to Detail: Care about the little things for your customer, and also capture information correctly and accurately.
• Technical: Ability to learn Forcepoint products and articulate how it solves customer s business needs
• Account Expansion: Ability to drive the expansion of the Forcepoint footprint with existing accounts.