Client Success Manager  

Purpose of Position: Reporting to the Sr. Manager of Client Success, the Client Success Manager is responsible for managing relationships with our clients. This individual will manage a portfolio of customers who have implemented our phishing defense solutions with the goal of increasing product usage, driving adoption and retaining and growing revenue. This is a client advocacy role with a focus on exceeding customer expectations, delivering consistent and excellent service while ensuring our customers meet their business objectives with Cofense products.

Essential Duties/Responsibilities

• Work with the product management and development organization to channel client feedback and solutions into future releases of the product(s).
• Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion.
• Collaborate with Sales to identify areas of solution expansion and adoption opportunities.
• Develop strong customer relationships that enable Cofense to become a trusted advisor to our customers.
• Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution.
• Develop strong technical understanding of all Cofense products.
• Execute programs to ensure that Cofense is fully aware of the customer’s adoption level, value realization, and overall satisfaction with the product(s).
• Predict issues before they happen, engage clients who may potentially be at risk, gauge client’s satisfaction and identify opportunities to grow and enhance their overall security awareness training programs.
• Assess client needs based on client health score analysis.
• Work with clients to create tailored plans to ensure client success and achievement of client’s desired outcomes.
• Conduct regular meetings with clients and make recommendations to provide continued success with Cofense.
• Interact via email and phone with many clients at different stages of their phishing defense programs.
• Responsible for the facilitation of all customer onboarding activities .
• Act as the first point of escalation for customer issues when needed.

· Excellent verbal and written communications skills

· Excellent data entry skills

· Demonstrated client relationship and interpersonal skills

· Have a customer-first attitude

· High attention to detail and the ability to oversee multiple clients simultaneously

· Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met

· Ability to adapt to a constantly changing environment

· Basic computer skills (Outlook, MS Word, PowerPoint, Excel, etc.)

· Knowledge of Salesforce preferred