Senior Customer Success Manager - APAC

Job Description

Nozomi Networks is seeking a Senior Customer Success Manager to join their APAC team in Singapore. Nozomi Networks is expanding its product portfolio and global presence. The Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with Critical Accounts, driving high customer satisfaction, successful product use, and customer retention. This role serves as the primary point of contact for key customers, understanding customer success criteria, driving adoption & value realization, addressing questions, resolving issues and growing into a trusted customer advocate.In this role, the Customer Success Manager will:

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures.
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis.
• Maintain customer information accuracy.
• Be a reliable point of contact and brand ambassador for Nozomi.
• Work across departments ensuring proper customer visibility and outcomes are met.
• Aid in product design and product development through customer feedback.
• Assist in creating training courses and educational materials.
• Evaluate and improve tutorials.

To be successful, the candidate should have:

• 4+ years of experience in a customer success position supporting a technical product.
• Demonstrable experience onboarding customers, driving adoption and achieving business outcomes.
• Deep understanding of customers concerns and thoughts regarding the use of products.
• Strong organizational skills with experience creating/maintaining account notes.
• 3+ years of experience in IT and network security (OT experience is a plus).
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered.
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience.
• Accountability, personal organization, and ability to multi-task.

Nozomi Networks offers:

• Health & Wellness benefits
• Financial benefits
• Work-Life Balance benefits
• Unparalleled Flexible Time-Off