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Partner Success Manager

Date:  Jul 22, 2022
Location: 

USA, USA

Job Category:  Security Services
Department:  Customer Success

Open to Remote Work 

 

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 @CyberArkLinkedIn or Facebook.

 

Job Description:

Partners are key to CyberArk’s growth; we’re looking to innovate and scale our partner model for customer success, creating the infrastructure to ensure that partners are managing a sustainable Book of Business that drives recurring revenue, improving customer retention and growth.

This role will build on the Customer Lifecycle framework that will enable Partners to deliver key stages and outcomes of the lifecycle, with assessment of how the Partners are planning to run a Success organization and the reporting capability to assess how well those responsibilities are being discharged by the Partner.

The ideal candidate has a passion for mentoring and developing capability in a growing a Partner network and to help them articulate the business value CyberArk is providing. This candidate is an expert-level CSM and has a solid understanding of how to run a book of business within a SaaS environment. Mentoring and coaching should also be a big area of interest for you, with the capability to deliver timely and effective feedback to partners.

Successful execution of the role will be measured by a reduction in Customer Churn and Contraction, an increase in the accuracy of retention forecasts and the expansion of the Partner Business. Initially the targets will focus on the launch of the program and the % of Partners enabled/verified to be able to run success activities.

 

The ideal candidate is an exceptional relationship manager with experience at managing partnerships and a proven track record delivering outcomes.

 

Responsibilities:

Delivery of the Partner Lifecycle Framework, Enablement, Quality Assurance, and Coaching of partners

  • Become a trusted advisor by developing a deep understanding of the partners’ managed services business, services portfolio, key stakeholders, and customer base
  • Proactively engage partners’ leadership / key stakeholders in strategic review sessions to accelerate onboarding, maximize consumption, optimize adoption, and ensure partners are equipped to be successful
  • Maintain alignment with members of other departments and teams within the Global Partner Organization to deliver seamless partner enablement.
  • Coordinate and lead Executive Business Reviews, including strategy and roadmap reviews with partner CyberArk leadership/key stakeholders and product teams
  • Support, enablement, etc KPIs
    • Create and maintain partner success playbooks and get-well plans
  • Enable partners to deliver success to their customers by applying CyberArk’s known playbooks, methodologies, and best practices
  • Serve as a key point of contact during Partner escalations, providing insights on the causes of the escalations and subsequent remediation planning and plans delivered to the Partner
  • Work with Support and Sales to get partners the correct assistance for the issues they present.
  • Be the Voice of the Partner, advocating for them across different organizations internally.
  • Ability to pull in the right Channel resources to optimize the Partner's experience with CyberArk.
  • Share partner/customer feedback with Product and Engineering teams to help enhance CyberArk’s portfolio and roadmap
  • Ability to use metrics to prove out success.
  • Track training of each partner and ensure they are certified in the products they are representing
  • Monitor partners’ customer base health, consumption, and adoption to identify predictive indicators of risk/churn and take mitigating actions
  • Monitor account usage, analysing patterns to determine whether partners behaviour indicates a successful deployment and utilization of CyberArk’s products.
  • Work alongside Channel Sales to understand the incoming revenue.

 

Required Skills / Experience:

  • 5+ years of customer success management and leadership working with strategic Partners and customers – SaaS experience preferred.
  • Experience of driving and building relationships with strategic partners
  • Proven track record of managing a fast growing, multimillion-dollar book of business in a SaaS environment.
  • Experience of process definition and the creation of standards, along with the required reports and dashboards to supervise compliance.
  • Passionate about working to grow our partner network
  • Ability to analyze data to identify trends and to suggest improvements to process.
  • CyberArk product expertise by admin certification or equivalent experience.
  • Proven track record to mentor, coach, and strengthen team members
  • Excellent communication, interpersonal skills, and writing skills
  • Strong customer advocacy balanced with a passion to drive revenue and growth.
  • Experience with enterprise applications, security, systems, identity, and/or policy management solutions, preferred especially in the IAM and SIEM space.
  • Proven customer management skills with large and complex accounts
  • Creative, resourceful, detail-oriented, and highly organized.
  • An analytical and metrics-driven work style.
  • Excellent communication and presentation skills, ability to build relationships
  • Self-starter who thrives under ambiguity in a fast-paced, highly technical environment.
  • Bachelor’s degree – Business/Computer Science or related degrees preferred.

 

 

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

 

CyberArk may, if required by applicable law, implement a mandatory vaccination policy as a condition of employment, subject to reasonable accommodation where required by law.

 

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