Customer Success Manager, Duo Security
Location:Austin, Texas, US
Area of InterestCustomer Experience
Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud.
Duo’s mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.
Our team is our secret weapon! We run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge — transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And that’s why we are the most loved and trusted company in security.
What you’ll do…
As a Customer Success Manager, you will partner with our Customer Solutions Engineers to accelerate value realization for Duo’s customers. You will amplify the voice of the customer and engage resources across Duo to guide our customers along a path to success. The ideal candidate will be as passionate about Duo solutions as they are about encouraging an outstanding experience for every customer.
Your responsibilities will include:
Ensuring that customers derive maximum value from their investment in Duo and fully use their subscriptions and services on an ongoing basis
Providing recommendations based on customer's infrastructure and use cases, process feature requests, and engage customers in product betas, case studies, and webinars as applicable
Identifying and developing new opportunities for expansion across your book of business and collaborating with the sales team to ensure subscription growth and increased solution footprint
Driving seamless onboarding processes and working cross-functionally with our support and services team to proactively lead successful deployments
Developing and implementing tailored strategies that provide continued value to the customer, ensuring renewals, and driving long-term account growth
Proactively addressing each customer’s business needs and environments – actively seeking opportunities to up-sell, cross-sell and generate referrals
Developing and fostering a trusted advisor relationship to establish and maintain credibility
Translate customer sentiment to internal teams & appropriately advocate for strategic product decisions.
The skills you have:
Effective Communication + Ability to Influence: Demonstrate active listening, synthesize information, effectively communicate, and present with confidence and empathy to varied internal and customer stakeholders.
Building Collaborative Relationships: You can proactively collaborate with internal & customer stakeholders to identify opportunities, address challenging situations, support customers through incident response situations. You can influence decision-makers, use discovery questions, and deliver solutions that work for the customer.
Active Learning and Continuous Improvement: You are curious and can continuously learn about product features and functionality, can map explicitly stated customer business requirements and use cases back to product features, process feature requests, and engage customers in product betas, case studies, webinars, etc., as applicable.
Self Awareness: You possess self-awareness, own accountability for responsibilities & commitments. You can provide, receive, consider, and incorporate actionable feedback to/from your peers and leadership.
Project Management: You can execute standardized processes and tools to document customer objectives and project the health of an entire book of business. You can effectively prioritize multiple projects to manage and deliver on customer and internal expectations.
Strategic Planning and Account Management: You can develop & execute strategies for customer portfolio, including customer engagement, risk identification & mitigation, product adoption, customer expansions, and product upgrades.
Team Player: You can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals.
Duo is committed to encouraging and preserving an environment of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duo’s achievement as well. We encourage the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.
And if this role is exciting to you, we encourage you to apply even if you don’t meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.