Primary Responsibilities
· Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
· Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate needs and strategic direction.
· Responsible for leading discovery sessions with IT and business users to understand the client's business objectives and system/application needs
· With excellent understanding of Seclore’s product features and related technologies, design the solution that best meets the client's requirements
· Proactively create documentary artifacts like business cases, usage scenarios, solution blue prints, FAQs, meeting notes...etc.
· Lead or work with other customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off and the initial rollout phase of the project
· Become an expert on the customer’s Seclore deployment and their trusted advisor for their strategic business direction
· Present the Seclore value proposition and product features to audiences ranging from senior executives to technical stakeholders to functional teams
· Educate customers on the value they can generate from the power of their Seclore solution
· Ensure customers employ best practices and their Seclore solution is optimized for maximum value
· Build and maintain trusting relationships at all levels including the C-Suite across various customer teams, functional groups, business units and/or group companies
· Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience
· Ensure internal alignment on account strategy by partnering with cross functional Seclore teams to develop and execute on account plans that results in customer references, retention and account growth
· Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
· As the customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed
· Gather customer product feedback and communicate with product management to shape product roadmap development
· Work with sales team to achieve timely contract renewals and opportunities for upsell/cross-sell
Required Skills/Experience