Senior Customer Success Consultant - Japanese Speaker x 2

Role Summary

The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an “on-demand” CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.

What You Will Do

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
• Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
• Must be willing to travel

What You Will Bring

JE#LI-remote#B2 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos?