9 часов назад
Senior Customer Experience Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Customer Experience Manager (SaaS/Cloud Security): Managing the post-sale customer journey from onboarding through renewals while driving retention, expansion, and measurable business value with an accent on strategic account planning, commercial ownership, and AI-enabled operations. Focus on forecasting renewal revenue, identifying upsell opportunities through customer data analysis, automating CRM workflows, and coordinating complex engagements across Sales, Product, Engineering, and Support.
Location: Hybrid, Singapore
Company
operates a global network that protects and accelerates Internet applications for customers ranging from individual bloggers to large enterprises.
What you will do
- Manage customer engagement across the full lifecycle, from onboarding through retention, expansion, and renewal.
- Act as a trusted advisor and build long-term relationships with customer stakeholders.
- Create and execute success plans, business value justifications, business reviews, and Executive Business Reviews.
- Own renewal activity, negotiate contracts, maintain weekly forecasts, and maximize retention and growth across the customer portfolio.
- Analyze customer usage data to identify upsell and cross-sell opportunities and communicate product value.
- Coordinate with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer issues and deliver against stated goals.
Requirements
- At least 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales.
- At least 2 years of industry experience; cloud security or performance experience is preferred.
- Bachelor’s degree and/or relevant professional qualifications.
- Strong understanding of computer networking and how the Internet works, or willingness to learn; network security knowledge is a plus.
- Experience with project management, account portfolio planning, cloud implementation, prioritization, SaaS retention, and sales processes.
- Offers may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.
Nice to have
- Experience in cloud security and/or performance industries.
- Knowledge of network security.
Culture & Benefits
- Mission focused on protecting and improving the free and open Internet.
- AI-supported working practices, including generative AI, analytics, and workflow automation.
- Applicants reaching the offer stage may be asked to attend an in-person interview at a office or hub.
- Equal opportunity employer committed to diversity, inclusion, and reasonable accommodations.
Hiring process
- Applicants progressing to the offer stage may be asked to attend an in-person interview at a office or hub.
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