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Strategic Customer Success Manager

Onapsis

Onapsis

Customer Service, Sales & Business Development
Remote
Posted on Monday, February 12, 2024

The world’s most critical--and at-risk--business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions dedicated to business-critical applications. Onapsis helps nearly 30% of the Forbes Global 100 understand the threats and risks across their SAP and Oracle landscapes, whether running on-premises, in the cloud, or in a hybrid environment.

Summary of Position:

As a Strategic Customer Success Manager at Onapsis, you'll wear two hats: trusted advisor and value champion. You'll own the success of a dedicated group of customers, diving deep into their business needs and guiding them toward maximizing the potential of their Onapsis solutions. Collaboratively, you'll shape future product investments and ensure each customer's journey unlocks optimal value. Your focus? Surging satisfaction, skyrocketing product adoption, and ultimately, boosting their lifetime value through a signature experience. Working cross-functionally within Onapsis, you'll champion their needs, flawlessly resolve any concerns, and ensure every customer is a true priority. Thriving in this role, you'll impact individual customers and fuel Onapsis' growth by cultivating deep, lasting relationships that drive value across the board.

Responsibilities:

  • Strategic Account Management:
    • Manage relationships with our most strategic customers to foster strong business partnership with C-level executives and key decision-makers across complex enterprise accounts.
    • Demonstrate expert knowledge of security best practices and Onapsis solutions to advise customers effectively.
    • Proactively identify customer needs and pain points, tailoring solutions to enhance security posture and optimize ROI.
    • Partner with renewal stakeholders to support renewal process execution
  • Customer Advocacy & Success:
    • Drive adoption and utilization of Onapsis solutions, focusing on customer’s desired outcomes.
    • Proactively manage customer health, addressing any issues, ensuring satisfaction and minimizing churn.
    • Act as the "voice of the customer" within Onapsis, championing their needs and guiding them to appropriate resources.
    • Leverage industry and market trends to help customers develop proactive cyber-resilience strategies.
  • Growth & Expansion:
    • Demonstrate delivery of ongoing value and customer interest in other solutions we can provide.
    • Identify and assess opportunities for customer expansion based on business objectives and Onapsis offerings.
    • Partner with internal stakeholders to execute comprehensive expansion plans, driving predictable growth.
    • Track and report on key metrics, ensuring alignment with quarterly and annual renewal rate goals.

Key Capabilities:

  • Value Justification: Articulate cost justification methodologies, quantify cost savings, and develop compelling value propositions.
  • Customer Focus: Build exceptional customer loyalty and satisfaction through deep understanding, consistent engagement and executive-level advocacy.
  • Business Acumen: Analyze business fundamentals, develop compelling ROI scenarios, and present business cases effectively.
  • Domain Expertise: Possess broad knowledge of cybersecurity trends and tools, applying understanding to customer use cases.
  • Customer Retention: Foster loyalty, retain accounts, and be a trusted advisor driving repeat business.
  • Organization & Planning: Manage time, finances, meetings, and prioritization effectively.
  • Communication: Communicate clearly and concisely through written and verbal formats.
  • Active Listening: Capture key information, engage effectively with diverse stakeholders, and document insights.

Qualifications/Experience Required:

  • 7+ years experience in a customer success role at an on-premise and/or SaaS software company.
  • Demonstrated ability to maintain high retention across a portfolio of customers
  • Strong understanding of enterprise security, vulnerability management, and organizational workflows.
  • ERP experience (SAP, Oracle, etc.) a plus.
  • Proven ability to present at all levels, including C-suite, on security best practices and Onapsis solutions.
  • Effective collaboration and cross-functional teamwork skills.
  • Experience managing customer success and sales processes using CRM software.
  • Experience in an early to mid-stage security software company preferred.
  • Candidates based in the US Pacific time zone strongly preferred for this role

What You’ll get:

  • Flexible work options: Flexible Friday’s and Onaflex PTO
  • Competitive Total Reward Packages, including compensation, benefits
  • The space to learn and grow as part of Onapsis’ rapidly growing tribe
  • Career path and mentoring opportunities

About Onapsis

Onapsis is a proven market leader that protects your business's most critical applications. Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring, and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT, and mobility initiatives while keeping the most vital systems and data protected and compliant.

Headquartered in Boston, MA, with regional offices in Heidelberg, Germany, Buenos Aires, Argentina, and Bucharest, Romania, Onapsis proudly serves more than 300 leading brands and organizations, including many of the Global 2000.

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