Customer Success Manager
Heimdal Security
Total des années d'expérience :13 years, 0 Mois
1. Perform initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
2. Execute a comprehensive engagement and communications strategy that proactively maintains high
customer satisfaction.
3. Meet quarterly goals in upsells & Cross sells and other metrics.
4. Collaborate with product development and sales teams to identify areas of need for upsell/cross-sell
opportunities.
5. Perform a successful Proof of Concepts and Demos to the customers on the new products.
6. Act as a First Level of Support for our New & Existing Customers.
7. Identify Expansion opportunities to generate additional revenue (upsell/cross-sell), driving those
opportunities to closure.
8. Maintain accurate account, license, service contract, asset and entitlement records within salesforce &
ongoing customer interaction.
9. Pro-active identifying issues that may impact a renewal and engaging all available resources to resolve.
10. Collaborates cross-functionally to ensure adoption and lifetime value by aligning solutions to high priority
customer initiatives, adoption, value realization, and ultimately high customer success
11. Dealing with partners & Distributors in the assigned geographical areas to make sure that our customers satisfied with the products and helping them in upsell & cross-sell.
12. Manage customers, partners & distributors in Middle east, APAC & Africa.
1. Maintain and build a pipeline of potential customers and partners.
2. Performs A Successful POC for the New Customers on Heimdal Security Products.
3. Responsible for Promoting, Selling and support Customers in ME Region.
4. Assist in the management and recruitment of channel partners within the assigned territory.
5. Provide Security Consultancy to New Customers.
6. Add New Customers to Heimdal Profile and make sure they are satisfied with the product.
7. Participate in online webinars for customers and partners.
8. Represent Heimdal as a Security Consultant Spokesman at regional trade shows and events.
9. Respond to RFP/RFI/RFQ.
10. Meet quarterly goals in upsells & Cross sells and other metrics.
11. Act as a Professional Security Consultant to the customer and drive them to the right solution.
- Develop a strategy for acquiring new product to distribute.
- Studying products well regarding features, market share, competitors and pricing, to be able to decide which products to choose for distribution.
- Having an in-depth knowledge of business products and value proposition.
- Identifying and mapping business strengths and customer needs.
- Monitor team performances and provide feedback for improvements.
- Address customer queries and ensure customer satisfaction.
- Preparing detailed reports and analysis for our competitors.
- Monitoring and analyzing competitor products for the products we are distributing.
- Setting up, monitoring and supervising a partner/loyalty program for our partners.
- Attending customer’s meetings when needed.
- Setting up a complete marketing plan for the company, and a specific marketing plan
per distributed product.
- Reporting on successes and areas needing improvements.
. Represent ESET as a Technical Spokesman at regional trade shows and
events
. Develop full knowledge of ESET products to ensure optimal technical
support
. Research, diagnose, troubleshoot and identify solutions to resolve customer
issues
. Delivery of services; including implementations, troubleshooting and POC to
customers
. Provide prompt and accurate feedback to customers
. Demonstrate our solutions through on-site customer presentations and
evaluations
. Produce product presentations, technical documents and proposals
. Assist in the management and recruitment of channel partners within the
assigned territory
. Train channel partners to sell and deploy ESET's security solutions within Egyptian Market
. Document and record all activity and communication with customers over
telephone and email in the company's CRM system.
* Delegate duties and tasks within the technical team.
* Review completed tasks to ascertain compliance with standards.
* Monitor all team members and provide necessary advice and guidance.
* Organize regular seminars and trainings to teach team members new techniques and methods.
* Keep up with trends in the constantly evolving information technology industry.
* Pre-sales activity for key & strategic accounts.
* Working with Vendors to match customer requirements.
* Provided consultancy and technical support services to our customers.
* Provided products pilots and customer facing presentations.
* Trained team members and customers on the products, solutions and technologies we sell.
* Researched and recommended solutions, technologies and deployment scenarios.
* Kept informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.
• Working with technologies: UTM’s, Firewalls, web security, e-mail security, IPS and backup
Implemented technical solutions like:
• Watchguard UTM's.
• Fortinet Firewall appliances.
• Symantec EndPoint , Anti-Virus solution.
• Veritas Back-up EXEC, Backup Solution.
- Symantec Mail Security For Exchange.
- Zscaler Web Security
- Websense
- VMWare
Provided consultancy and technical support services to our customers in Banks, Oil and Gas, and Telecommunication sectors.
• Provided products pilots and customer facing presentations.
• Trained team members and customers on the products, solutions and technologies we sell.
• Researched and recommended solutions, technologies and deployment scenarios.
• Kept informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.
• Working with technologies: UTM’s, Firewalls, web security, e-mail security, IPS and backup
• Implemented technical solutions like:
• Watchguard UTM's.
• Fortinet Firewall appliances.
• Symantec EndPoint , Anti-Virus solution.
• Symantec Back-up EXEC, Backup Solution.
- Symantec Mail Security For Exchange.
- Zscaler Web Security
• Configuration of client's equipment to connect to the Internet via modem/DSL Router.
• Troubleshoot the network services (printing, email and internet access).
• Administrating GFI web monitoring to control & administrating network traffic.
• Handle our clinics problem over VPN.
• Responsible for PC's stock.
• Responsible for Website content.
• Diagnose hardware, software and VPN connections problems and repair it.
• Handle Customer Technical problems.
• Handle Customer Billing Problems.
• Handle Router configuration
• Handle Customer Information.
• Maintain Laptops & desktops.
• Network designing & technical support.
• Monitoring the network throw DHCP server.
• Maintaining server problems.