Customer Success Manager I at ESET

SummaryThe Customer Success Manager I (CSM) is responsible for managing a portfolio of small to medium business accounts. CSM serves as the main point of contact throughout the customers journey with ESET and contacts customers when necessary- based on reporting insights.Job descriptionCollaborating internally to minimize renewal risk and championing customer needs are key aspects of the role. Staying updated on ESETs product offerings and actively driving customer advocacy initiatives are also essential responsibilities. Additionally if customers express interest in upgrading to a higher tier of product or service or indicate a desire for early renewal the CSMs role involves referring them to the Sales Department.FUNCTIONAL RESPONSIBILITIES AND DUTIES Manage a portfolio of small to medium business accounts. Serve as the main point of contact throughout the customers journey with ESET. Proactively contact customers based on reporting insights to encourage product adoption and address usage or satisfaction issues. Collaborate internally to minimize renewal risk. Champion customer needs within the organization. Stay updated on ESETs product offerings. Actively drive customer advocacy initiatives. Refer customers to the Sales Department for potential upgrades or early renewals. Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.MANAGERIAL RESPONSIBILITIES Propose and implement improvements of processes and work procedures within the team. Cooperate with immediate superior on financial planning and remain continuously updated on spending of funds. Share relevant information and support communication within the team and with other organizational units. Set clear and realistic goals and expectations towards work performance within prescribed deadlines. Manage plan and delegate work to team members and be responsible for performance of assigned tasks in accordance with established procedures and processes. Provide regular feedback and evaluate work performance of direct subordinates (e.g. probation period definite period assessment interviews). Take timely and efficient measures to ensure high-quality and timely work output of the team and its members. Ensure optimum planning of human resources their substitutability and be responsible for attendance of team members. Cooperate with direct superior on planning for personnel and organizational changes. Cooperate on new employee recruitment process. In cooperation with the employee prepare their personal development plans and ensure relevant development and educational activities. Actively look for and exploit opportunities for own development and education and share experience and professional knowledge with others.REQUIREMENTSEducation: Management/business or other relevant field master degreeExperience: Years of work experience:3Knowledge: Working knowledge of CRM tool (ideally Salesforce) Basic Knowledge of Qliksense or Tablo and other reporting tools Basic Knowledge of Cybersecurity Industry Basic Knowledge of customer success best practices and methodologies is a plusLanguage: Native/C2 in Local Language B2 EnglishCommunication: Open Transparent Empathetic CommunicationManagerial skills: N/APersonal characteristics: Attention to Detail Basics of Project management Ability to escalate Proactivity Active Listening Detail Oriented Prone to accept feedback Skilled in conflict resolution Analytical thinkingESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation including position scope job related knowledge education skills experience and work location. The expected OTE for this position is starting at $80000. Additional benefits such as health & wellness performance bonuses product discounts holidays paid time off etc. Valued Starting at $33560 may also be offered in accordance with our plans.BenefitsHealth & well-beingCigna Medical PlanCigna Dental PlanEyeMed Vision PlanReliance Standard Life InsuranceReliance Standard Long Term Disability PlanHealthJoy Employee Assistance ProgramCigna Supplemental InsuranceLifestyle Spending AccountBi-Weekly Mediation SeriesOn-site Gym and shower facilitiesFamilyVolunteer Day offPaid Time offTuition ReimbursementBirthing Parent MatchPet InsuranceOfficeRecreational ZoneCoffee & SnacksParking BenefitOtherBenefit Hub - Discounts on travel cars electronics etc401(k) retirement savingsESETs Charitable Contributions ProgramReferral ProgramPrimary locationSan DiegoAdditional locationsTime typeFull timeRequired Experience:Manager Key Skills Beauty And Fashion,EMC,Jewellery,Arabic English Translation,Business Analytics Employment Type : Full-Time Experience: years Vacancy: 1