Customer Experience Manager
Posted 21 hours ago
You'll complete your application on Portnox's career site.
About the Role
We are looking for a Customer Experience Manager to manage the full client lifecycle, covering pre-sale alignment, onboarding, product adoption, and account expansion. Your primary focus is ensuring clients effectively utilize our Zero Trust and network access control technologies. You will act as a primary point of contact, developing robust relationships to encourage long-term retention and high product engagement. This position requires active collaboration across departments, including Product, Sales, and Support, to manage our most significant accounts and enhance organizational workflows as our cybersecurity product line grows.
Requirements
- Between three and seven years of professional experience in customer success, project management, account management, or sales, preferably within the cybersecurity or SaaS industries.
- Strong written and verbal communication abilities to interact with both technical and non-technical audiences.
- Demonstrated success in overseeing technical projects with the ability to manage competing tasks and maintain high attention to detail.
- Proactive mindset focused on delivering solutions, supported by a bachelor’s degree or comparable work experience.
- Prior proficiency with Salesforce and customer success tools like Planhat or GUIDEcx is highly preferred, along with a team-oriented approach to working in high-speed environments.
Responsibilities
- Lead the implementation phase for key accounts by serving as the primary liaison between client teams and our internal technical staff.
- Perform periodic reviews to track client health, address issues preemptively, and guarantee sustained satisfaction.
- Collaborate with the sales team to uncover and pursue account growth prospects.
- Manage metrics related to customer health, prepare comprehensive status reports for leadership, and generate analytics to inform business strategy.
- Improve operational frameworks for customer success, draft instructional documentation, develop communication templates, and log all engagement data within Salesforce and related platforms.
Benefits & Perks
- You will receive a competitive salary and comprehensive benefits package within a dynamic, team-oriented workplace.
- You will also have access to clear pathways for career advancement and the ability to influence company-wide operations directly.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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