Job Summary:

The Associate Customer Success Manager manages a portfolio of customers and serves as an interface between customers and other Alert Logic teams, to ensure Alert Logic exceeds their information security goals and compliance requirements. The CSM has a strong understanding of the Alert Logic service and product portfolio and can identify at a high level, the offerings that meet their customer's security and overall business requirements. The CSM acts as a champion for their customers, striving to build long-term relationships and realization of full product value. The CSM takes ownership of customer issues, aligning proper resources and driving to successful resolution. Lastly, the CSM partners with Sales to identify and execute opportunities to leverage the Alert Logic product portfolio and to grow the customers' footprint.

Primary Responsibilities:

• Manage a high number of account transactions for a large customer base; prioritize daily activities based on key deliverables and customer urgency
• Participate in and meet quarterly target campaign goals and meet established annual KPIs set by leadership
• Build strong, trusted, and influential relationships with customers and the Alert Logic organization
• Provide leadership and day-to-day direction for the delivery of Alert Logic services to customers
• Manage all facets of customer retention, including driving resolution of customer concerns and proactively mitigating risk
• Develop and maintain effective and professional communication with customers on a regular and timely basis
• Liaise between customers and Alert Logic Operations, Product, Sales, Accounting, and Finance to resolve customer needs and concerns
• Partner with Sales to renew customer contracts, create up-sell and cross-sell opportunities
• Develop strong understanding of Alert Logic products and customer use cases and apply value of offerings to customer needs and/or requirements

Required Skills and Experience:

• 1-3 years relevant customer success, service delivery and/or account management experience with relevant industry experience (e.g. SaaS, security, cloud, on-prem, or managed hosting environments) highly desirable
• Excellent time management, prioritization and organizational skills
• Self-starter with high aptitude and desire to learn with an ability to pivot and adapt to ambiguity and changes in daily priorities
• Ability to multi-task and wear many hats at once without getting overwhelmed
• Familiarity/willingness to learn about security, IT, and cloud technology concepts
• Experience with account management in Salesforce.com
• Skills and experience with Microsoft Office, specifically SharePoint, Excel, PowerPoint
• Strong professional, interpersonal, written, and verbal communication
• Excellent attention to detail and good creative problem-solving abilities

Preferred Skills and Experience:

• Sales experience