Customer Success Account Manager

Overview: This role is an integral part of our customers’ success, focused on delivering the promise of Forcepoint’s Cyber-Security platform and its services. Starting in the pre-sales stage, Customer Success Account Managers work with our Sales and Services teams to align the needs of customers, establishing  goals for success in adopting Forcepoint’s solutions.  

Customer Success Account Managers manage the full post-sales relationship with the customer, delivering value, support, and advocacy that leads to customer retention and expansion. They are trusted advisors to our customers through development of strong professional relationships with key decision makers and operators of our solutions.  

Responsibilities: 

• Manage a diverse portfolio of customer accounts from signature to renewal.  

• Accountable for ensuring customers achieve their desired outcomes and value from their Forcepoint investments by working with Onboarding, Professional Services, Tech Support, and Partners.  

•  Build and maintain relationships and trust at executive and technical staff levels within customer accounts 

• Partner with Account team, Sales Operations, Executive sponsors and other key Forcepoint stakeholders to ensure alignment with driving value and retention of customer accounts 

• Monitor customer utilization and health scores. Create Success/Action Plans to address at risk accounts. 

• Conduct regular customer meetings and account reviews. 

• Analyze data to improve customer experience and identify expansion opportunities. 

• Comply with Success KPI tracking in tools such as Salesforce, Gainsight. 

• Provide quarterly forecast for renewals and expansion opportunities. Own renewal opportunities to closure. 

• Contract Management and Renewals Negotiations 

Core Competencies: 

• Commitment: Passionate about customer satisfaction and their results. Do what you say you will do. 

• Communication: Ability to communicate effectively at all levels, including Executive leadership, both as a presenter and an active listener 

• Presentation:  Proficient in presenting to Executive and Technical levels within customer accounts; achieve strong engagement from the audience. 

• Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership. 

• Cross-Functional Thinking: Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously. 

• Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs. 

• Creativity: Ability to solve problems creatively, including stepping outside of process when necessary. 

• Attention to Detail: Care about the little things for your customer, and also capture information correctly and accurately. 

• Technical:  Ability to learn Forcepoint products and articulate how it solves customer’s business needs 

• Account Expansion: Ability to drive the expansion of the Forcepoint footprint with existing accounts. 

Education and Experience: 

• Proven track record of successfully managing and developing accounts is required 

• Experience in managing a set of accounts with responsibility of value creation, retention quota, and identifying expansion opportunities is required.  

• Experience working in a Success or Renewals position in a high-tech organization is required, preferably cybersecurity 

• PC literate with knowledge of Salesforce, Gainsight,MS Office applications or similar technologies. 

• Self-driven, results-oriented with a positive outlook and a clear focus on high quality and business success. 

• A natural forward planner who challenges themselves on their own performance. 

• Demonstrable proficiency in  communication skills. 

• Able to demonstrate success and experience in a customer facing environment. 

• Able to work with minimum supervision on key customer facing tasks