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Customer Success Manager



Malaysia · Remote
Posted on Tuesday, June 11, 2024

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Forcepoint’s Enterprise Customer Success Managers are a critical part of our Customer Success team which is focused on delivering the promise of Forcepoint’s Cyber-Security cloud platform and its services. Starting in the pre-sales stage, they work with our customers to identify their needs and set goals for success in adopting the Forcepoint solutions into the security operations and cyber-strategies of their organization. Forcepoint’s Enterprise Customer Success Managers also manage the post-sales relationship with the customer, and deliver focused engagement, support and advocacy to their customers as they use the platform and its services. Forcepoint’s Enterprise Customer Success Managers are trusted advisors on how customers use our cloud-based cyber-security services to address their specific cyber-security challenges and risks. In this way, they are key to driving adoption and reach, ensuring renewals, building customer loyalty, and helping to identify expansion opportunities. In addition, they serve as advocates on behalf of their customer by delivering product and performance feedback back into the Forcepoint platform and software services engineering and product management teams.

To be successful in this role you should have 6+ years of proven Customer Success Manager experience, with at least 4 of those years in a XaaS Enterprise business, preferably for a cyber-security services organization. In addition, you would have demonstrable success in:

Managing a diverse portfolio of Enterprise customer accounts with complex needs

· Guiding clients through post-sale onboarding, including orienting the client to Forcepoint’s solutions and services in order to drive solution adoption in the customer’s organization.

· Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-caliber experience

· Monitoring customer utilization, health-scores and ensuring consistent communication with internal and external customers

· Conducting regular proactive customer meetings, account reviews and creating and managing success plans to align customer strategies and business objectives with the Forcepoint solutions and internal service offerings.

· When facing complex deployment concerns, orchestrating the appropriate tactics and Forcepoint resources to help ensure customers are achieving their goals

· Ensuring customers have an effortless experience with Forcepoint by providing efficient, professional, and accurate resolutions to client concerns

· Analyzing data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes

· Working as a team, but also act assertively to get things done for customer.

· In addition, the ideal candidate would have:

· A good understanding of network security, data security or insider threat security concepts, use cases and supporting technologies

· You will bring core competencies of

· Commitment: You are passionate about customer satisfaction and their results. You do what you say you will do.

· Communication: Ability to communicate effectively at all levels, including senior management

· 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: You care about the little things for your customer, and also capture information correctly and accurately

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.

Applicants must have the right to work in the location to which you have applied.