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Manager Customer Success EMEA - France, Spain, or Italy

Date:  Mar 3, 2023
Location: 

Spain, Madrid

Job Category: 
Department:  Customer Success

About CyberArk:

 

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit https://www.cyberark.com, read the CyberArk blogs or follow on Twitter via @CyberArk, LinkedIn or Facebook.

 

Job Description:

Reporting to the Director, Customer Success, you will contribute to the development and implementation of CyberArks Customer Success strategy, with particular emphasis on building and developing the team consisting of Customer Success Managers. This is a technical role and requires in depth and demonstrated experience in the cybersecurity domain.

You will have extensive experience managing the customer journey with both small security teams, as well as large complex organizations. A successful candidate will need to be passionate about customer engagement, advocacy, and relentless in ensuring our customers achieve their security goals. You will demonstrate the use of Cyberark technology directly with customers to identify expansion opportunities.

 

Responsibilities:

•           Manage, coach, develop, and mentor a team of Customer Success Managers in the South & West regions of Europe

•           Achieve specific targets for retention, expansion, and other key revenue targets.

•           Be the coach and leader for the implementation of new and improved CS initiatives across the CS team, including onboarding, adoption, expansion as defined in the customer journey map

•           Working with the Director, Customer Success, iterate and improve the overall function of the Customer Success team.

•           Continually improve the playbook for CSMs and improve both their internal and external communications.

•           Collaborate closely with Product Management and Marketing ensuring overall alignment with customer expectations.

•           Utilize strong verbal and written communication skills that drive successful business outcomes to establish credibility with internal and external stakeholders.

•           Manage and escalate client and/or department related issues as required.

 

Requirements:

•           8+ years in customer centric roles and/or consultative technology roles.

•           3-5 years in leading Customer Success teams.

•           Advanced knowledge of Customer Success methodologies across core services business (implementation and adoption).

•           Experience in Salesforce with reporting, automation, and tech touch models.

•           Knowledge of Customer Success technologies, such as Salesforce, Gainsight and other platforms.

•           Speaking business fluent French, Spanish or Italian an advantage

•            Can be based in any of the primary EMEA  country markets 

 

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