Senior Customer Success Manager

Who we seek:

We’re looking for a Sr Customer Success Manager to cover our APAC region, reporting to the Director, Customer Success. This is the first customer success hire in-region and an excellent opportunity to make your mark in a rapidly growing company and region.

Ideal candidates are self-driven with strong consultative skills and highly versed in the data security and privacy domains, relishing the challenge of navigating through complex dynamics and ensuring every ounce of value from BigID’s platform is achieved. As the customer success point of contact, you will become the trusted product advisor for our customers, identifying strategies that unlock business value and expand product adoption, resulting in increased customer satisfaction and loyalty.

We are seeking candidates who are comfortable getting hands-on with the product (e.g. solutions, engineering background) and have experience managing, retaining, and growing their book of business.

What you’ll do:

Customer success owner for your assigned book of business in the region.

• Customer Retention & Growth
• Builds and fosters trusted relationships with leaders from our customers’ engineering and data security, privacy, and governance organizations
• Excellent communication skills. Ability to set expectations and communicate goals with customers at various levels, from a developer to a CIO
• Mobilizing internal and external resources to remove technical and business barriers to adoption and growth
• Provide technical and business consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services
• Advisory
• Identify and assist in resolving technical challenges that customers face, ensuring that issues are addressed quickly and efficiently. 
• Partner with the customer account team to orchestrate a near, mid, and long-term vision and strategy for the overall customer’s adoption and realization of value across all aspects of the BigID product offering.
• Provides product demonstrations and technical consultation to showcase how the BigID product can meet client needs
• Review customer architecture to ensure they are enhancing security posture and capturing ROI as BigID releases new features and functionality
• Map product capabilities to customer business processes and compliance requirements (GDPR, CCPA, PCI, HIPPA, etc)
• Assist with competitive analysis between BigID and other product vendors in the market
• Cross-Functional Collaboration:
• Fosters a culture of customer-centricity and continuous improvement 
• Collaborates with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients

What you’ll bring:

• 5+ years in a Customer Success (or related) role managing a portfolio of enterprise accounts with knowledge of technical account management, technical consulting, solution architecture or similar client-facing roles.
• Experience working in the APAC region for at least 3 years.
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions
• Excellent communication, problem-solving, and interpersonal skills, with the ability to engage and influence both internal and external stakeholders at various organizational levels with proven competency in CIO, CPO, CDO, and CISO level conversations
• Ability to understand customer needs and provide appropriate best practices
• Track record of driving adoption and identifying/remediating risk to drive renewal, cross-sell and upsell.
• Deep understanding of value drivers in recurring revenue business models
• Experience working cross-functionally with sales, product, and engineering teams to drive client success and retention

What’s in it for you?!

Our people are the foundation of our success, and we prioritize offering a wide range of benefits that make our team happier and healthier.

• Equity participation - everyone shares in our success
• Flexible work arrangements 
• Other compulsory benefits based on country of residence

Our Values: 

We look for people who embody our values - Care, Do,Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

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