Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
At Fortra, we’re breaking the attack chain. Ready to join us?
SUMMARY OF THE ROLE
Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The Sr. CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The Sr. CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers
WHAT YOU’LL DO
With limited supervision and using independent judgment:
- Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders.
- Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.
- Be the single point of contact and escalation for the customer, personally helping with questions/issues.
- Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.
- Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions.
- Track customer activity to identify churn risk and work proactively to eliminate that risk.
- Identify upsell opportunities and pass to Sales contact.
- Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
- Work closely with internal resources on escalation and resolution processes for critical customer issues.
- Mentor and train new hires and less experienced peers.
- Serve as a subject matter expert and go-to resource within department and outside of department.
- Handle larger or strategic customer accounts as requested.
- Lead special projects.
- Perform additional duties and projects as assigned by management.
QUALIFICATIONS
- Four-year degree preferred;
- Excellent presentation, written, and oral communication skills
- Strong interpersonal skills and experience initiating and building positive relationships
- Strong organizational and time management skills with the ability to manage multiple projects
- Cross functional leadership and team coordination skills
- Proven ability to navigate difficult and complex customer concerns with ease
- Creative problem-solver who acts confidently – spearheading solutions to problems that arise
- Demonstrated ability to research issues in a resourceful manner prior to escalating
- Subject matter expert in multiple brands
- Demonstrated negotiation and persuasion skills; ability to be tenacious
- Able and willing to travel on-site for customer visits as required by the business (up to 25%)
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At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.
As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:
- Health, dental, and vision coverage as of hire
- Immediate enrollment in 401(k), HSA, and FSA plans
- Flexible PTO policy
- Participation in our equity program
- Tuition and personal enrichment reimbursement
- Option to enroll in ID Theft Protection Program
Check out some of the of the other benefits we offer that are focused on your holistic well-being and our Diversity, Equity, and Inclusion program.
Compensation
$95,000—$115,000 USD
Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
What We Do
HelpSystems has long been known for helping organizations become more secure and autonomous. However, over the years, our customers have shared with us that it has gotten harder and harder to protect their data. As technology plays an increasingly important role in the way organizations operate, cyberthreats are evolving to become more powerful than ever before. If there's one thing we've learned from being in an industry where the only constant is change, it's that being adaptable is the best way to grow in the right direction. So we've listened to our customers' concerns, problem-solved, and delivered with impressive results. Consequently, we're a different company today — one that is tackling cybersecurity head-on.
That's why HelpSystems is now Fortra, your cybersecurity ally. We're bringing the same people-first support and best-in-class portfolio that you've come to expect from HelpSystems, only now we're unified through the mission of providing solutions to organizations' seemingly unsolvable cybersecurity problems. We offer leading solutions like data security, infrastructure protection, managed services, and threat research and intelligence. Throughout every step of our customers' journeys, our experts are determined to help increase security maturity while decreasing the operational burden that comes with it. Because our team puts the same level of care into protecting our customers' peace of mind as their precious data.
We're driven by the belief that nothing is unsolvable.
We're tenacious in our pursuit of a better future for cybersecurity.
We are Fortra.
Why Work With Us
At Fortra, we’re all about people. Employees choose to work for Fortra and experience years of career enjoyment for a number of reasons, including their respect for one another and their ability to positively impact the business trajectory and its future.
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