Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

About the Role:

Bitdefender, the technology leader in security software industry, is seeking for a Customer Success Manager for the SEUR market to join it’s rapidly growing EMEA Sales team.

The Customer Success Manager is responsible for contacting customers to develop relationships that promote retention and loyalty and contribute to the overall success within a designated region. This high-energy position is fundamental for a healthy renewal rate, requiring an excellent consultative nature and providing a great opportunity for you to work with international stakeholders.

We are looking for candidates with exceptional verbal and written communication skills in English and a proven ability to use initiative and work within a fast-paced environment.

Responsibilities:

·       Build and nurture a delightful customer experience throughout its lifetime;

·       Manage and monitor customer journey from purchase to adoption and expansion according to Customer Communication program during the customer’s lifetime;

·       Monitor the funnel of expiring agreements and prioritize based on potential churn;

·       Identify, escalate, and resolve customer engagement or adoption issues proactively;

·       Mitigate customer retention risks and roadblocks promptly;

·       Elicit customer’s goals and advise them on the best way to achieve and measure as tangible outcomes;

·       Partner with ITAM (Insider Territory Account Managers) and TAM (Territory Account Managers) team on Account Tasks or other tailored solutions, as necessary for Accounts;Partner with Marketing to share and celebrate customer success stories;

·       Be a change-agent internally as a member of the Customer Success organization;

·       Be responsible for key customer success metrics including NPS, account growth and revenue retention;

·       Become a trusted adviser for your clients by utilizing high levels of integrity and follow throughWork with cross-functional teams across Sales, Product Org. and Marketing to deliver the best experience for your clients and raise key metrics, like company NPS;

·       Assist with high severity requests or issue escalations as needed and manage the escalation through resolution;

·       Provide reports and insights on how the overall process can be improved and performs analysis on data involving customer reviews and experience with products or services.

Qualifications:

·       3-5 years of experience in sales, customer service or customer success position strongly preferred;

·       Experience analyzing and optimizing the existing processes in the Customer Success;

·       Ability to understand customer´s concerns and thoughts regarding the use of products;

·       Exceptional verbal and written communications skills;

·       Ability to work independently with limited direction in a fast-paced environment; must be a high energy, motivated self-starter;

·       Ability to adapt to changes in roles and responsibilities;

·       Higher education;

·       Proficient in Italian;

·       Fluent in English - Spanish and/or Arabic si a big plus.