Summary
The Customer Success Manager I (CSM) is responsible for managing a portfolio of small to medium business accounts. CSM serves as the main point of contact throughout the customer's journey with ESET and contacts customers when necessary- based on reporting insights.Job description
Collaborating internally to minimize renewal risk and championing customer needs are key aspects of the role. Staying updated on ESET's product offerings and actively driving customer advocacy initiatives are also essential responsibilities. Additionally, if customers express interest in upgrading to a higher tier of product or service, or indicate a desire for early renewal, the CSM's role involves referring them to the Sales Department.
FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Manage a portfolio of small to medium business accounts.
• Serve as the main point of contact throughout the customer's journey with ESET.
• Proactively contact customers based on reporting insights to encourage product adoption and address usage or satisfaction issues.
• Collaborate internally to minimize renewal risk.
• Champion customer needs within the organization.
• Stay updated on ESET's product offerings.
• Actively drive customer advocacy initiatives.
• Refer customers to the Sales Department for potential upgrades or early renewals.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
MANAGERIAL RESPONSIBILITIES
• Propose and implement improvements of processes and work procedures within the team.
• Cooperate with immediate superior on financial planning and remain continuously updated on spending of funds.
• Share relevant information and support communication within the team and with other organizational units.
• Set clear and realistic goals and expectations towards work performance within prescribed deadlines.
• Manage, plan and delegate work to team members and be responsible for performance of assigned tasks in accordance with established procedures and processes.
• Provide regular feedback and evaluate work performance of direct subordinates (e.g. probation period, definite period, assessment interviews).
• Take timely and efficient measures to ensure high-quality and timely work output of the team and its members.
• Ensure optimum planning of human resources, their substitutability and be responsible for attendance of team members. Cooperate with direct superior on planning for personnel and organizational changes.
• Cooperate on new employee recruitment process.
• In cooperation with the employee prepare their personal development plans and ensure relevant development and educational activities.
• Actively look for and exploit opportunities for own development and education and share experience and professional knowledge with others.
REQUIREMENTS
Education:
• Management/business or other relevant field, master degree
Experience:
• Years of work experience:3
Knowledge:
• Working knowledge of CRM tool (ideally Salesforce)
• Basic Knowledge of Qliksense or Tablo and other reporting tools
• Basic Knowledge of Cybersecurity Industry
• Basic Knowledge of customer success best practices and methodologies is a plus
Language:
• Native/C2 in Local Language, B2 English
Communication:
• Open, Transparent, Empathetic Communication
Managerial skills:
• N/A
Personal characteristics:
• Attention to Detail
• Basics of Project management
• Ability to escalate
• Proactivity
• Active Listening
• Detail Oriented
• Prone to accept feedback
• Skilled in conflict resolution
• Analytical thinking
ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected OTE for this position is starting at $80,000. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc., Valued Starting at $33,560, may also be offered in accordance with our plans.
Benefits
Health & well-being- Cigna Medical Plan
- Cigna Dental Plan
- EyeMed Vision Plan
- Reliance Standard Life Insurance
- Reliance Standard Long Term Disability Plan
- HealthJoy Employee Assistance Program
- Cigna Supplemental Insurance
- Lifestyle Spending Account
- Bi-Weekly Mediation Series
- On-site Gym and shower facilities
- Volunteer Day off
- Paid Time off
- Tuition Reimbursement
- Birthing Parent Match
- Pet Insurance
- Recreational Zone
- Coffee & Snacks
- Parking Benefit
- Benefit Hub - Discounts on travel, cars, electronics, etc…
- 401(k) retirement savings
- ESET's Charitable Contributions Program
- Referral Program
Primary location
San DiegoAdditional locations
Time type
Full timeTop Skills
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
