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palo_alto_networks
Reston, VA, United States
Palo Alto Networksis the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you! Palo Alto Networks (Evident Team) is looking for a dedicated and h
Job Source: palo_alto_networksBlackpoint Cyber
Herndon, VA, United States
Job ID: 2310632 Location: RESTON, VA, US Date Posted: 2023-08-02 Category: Program Management Subcategory: Program Mgmt Schedule: Full-time Shift: Day Job Travel: Yes, 25 % of the Time Minimum Clearance Required: None Clearance Level Must Be Able to Obtain: Secret Potential for Remote Work: No Description SAIC, a leader in providing inno
Job Source: Blackpoint CyberHP
Washington, DC, United States
Job Summary Responsible for Solution/Services Adopt, Expand, and Renewal. Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going value and outcomes management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management resou
Job Source: HPLilt
Washington
Job Description Job Description LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining org
Job Source: LiltMeltwater
Washington, DC, United States
Description As a Customer Success Manager at Meltwater, your daily duties will revolve around ensuring the ongoing success and satisfaction of our valued customers. You will play a pivotal role in driving impactful outcomes by focusing on product adoption, implementing risk mitigation strategies, and conducting user trainings. Your proactive outre
Job Source: MeltwaterP3Hired
Arlington, VA, United States
Overview We need an extraordinary team member who thrives as part of a fast-paced team and takes pride in their ability to succeed while delivering value to our customers. Be challenged by innovation and grow professionally by solving one of the most interesting challenges impacting businesses across the globe. The Opportunity The Customer Succes
Job Source: P3HiredPalo Alto Networks
Reston, VA, United States
Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you! Palo Alto Networks (Evident Team) is looking for a dedicated an
Job Source: Palo Alto NetworksCollage Group
Bethesda, MD, United States
Job Description Job Description Customer Success Manager Location: Hybrid, 2 days/week in Bethesda, MD office Overview: Collage Group is the leading Cultural Intelligence Platform supporting 250+ iconic US brands. We empower brands to engage effectively in today’s diverse marketplace by providing cultural insights and best practices, helping orga
Job Source: Collage GroupArlington, VA, United States
The Customer Success Manager will be responsible for driving product adoption and engagement, customer retention, and long-term value for their portfolio of customers. The CSM builds strong and positive relationships with customers, helps define a long-term accessibility roadmap, and clearly demonstrates the ongoing benefits of Level Access's software products and services. You have a passion for deploying solutions that delight customers, reinforce brand loyalty, and can scale within a rapidly growing business.
KPIs:
Gross Retention (dollars and logos)
Software Adoption and Engagement - Product Utilization
Customer Satisfaction (CSAT)/NPS
Accessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestones
What You'll Do:
Relationship Management:
Intimately understand customer value drivers and their progress towards achieving their Accessibility goals
Coordinate and lead Business Reviews with Customer stakeholders and other Level Access account team members
Partner cross-functionally to support subscription renewals and mature opportunities for growth
Collaborate with Account Managers to ensure customer renewal rates and retention meet or exceed targets
Develop "trusted advisor" relationships with customer advocates and champions
Work with customer leadership to develop playbooks for handling customer health and satisfaction
Work with customers to drive product adoption and engagement that will result in a high level of customer satisfaction with the product. Drive continued value to customers every day with a strong focus on retention
Partner with customers to understand their current and future business goals, challenges and translate that into product and process strategies within Level Access' core product offering
Empower customers to connect their goals and challenges with solutions in the platform while increasing engagement and adoption
Work across the customer's business org to communicate the value of the platform solution to their team and executives
Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs
Product Adoption:
Champion strategies with customers and internal stakeholders to drive continued use of software and services products
Establish adoption and engagement plans to measure success against targets - exposing customer expansion opportunities & churn risks
Work with the Onboarding, Enterprise Support, Accessibility Services, and Product teams to resolve issues that are barriers to adoption and engagement.
Provide answers to advanced product questions and regularly contribute to product improvement efforts
Recommend training plan considering numerous customer needs and feedback. Provide training or engage other resources as needed
Pre-emptively spot patterns to improve the organizational usage, engagement, and adoption of the Platform
Engage with Level Access' product & engineering teams to translate customer feedback into product requirements for future roadmap releases
Customer Advocacy:
Act as the voice of the customer within Level Access engaging leadership to drive long term improvements
Proactively monitor the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needs
Act as the main point of contact for issues, when necessary, informing team of stakeholders
Provide guidance and recommendations to clients in order to increase accessibility program maturity, process change, business transformation, and culture change to ensure adoption and retention.
Qualifications:
Minimum 3 years of experience in a Customer Success Manager or Account Manager role in a software or SaaS organization
Metrics driven, analytical, and process-oriented attitude with ability to prioritize focus across a large portfolio of large brands and customers
Shown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior level executives
Willingness to partner with peers in Sales and Account Management to retain and grow accounts
Good understanding of value drivers in annual recurring revenue (ARR) and SaaS business models
Experience with Microsoft Office 365 software suite, or equivalent collaboration software
Experience with Gainsight, Salesforce, or other similar CRM systems to manage your customer portfolio.
Nice to have:
Knowledge of regulations related to digital accessibility (e.g. Section 508, ADA)
Knowledge of WCAG 2.1 AA requirements
Experience with design and development accessibility best practices
Experience with web-based technologies including HTML, CSS, JavaScript, and PDF
Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes
Experience working with assistive technologies and work in digital accessibility.
Application Process
This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration.
Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2023, Level Access. All rights reserved.
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Customer Success Manager jobs in Arlington, VA, United States
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