Senior Customer Success Manager - Duo Security
Location:Boston, Massachusetts, US
Alternate LocationNew York, NY
Area of InterestCustomer Experience
Technology InterestInternet of Everything, Networking, Security
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 Senior Customer Success Manager, you will partner with our Customer Solutions Engineers and advocate for Duo's customers, guiding them along a path to success and engaging resources across Duo to accelerate value realization for each customer. We will need you to be as passionate about Duo solutions as you are about providing outstanding experiences for every customer.
Your responsibilities will include:
Driving the ultimate success of your customers, including their onboarding experience, ongoing feature adoption, and renewal
Ensuring that customers derive maximum value from their investment in Duo and fully use their subscriptions and services on an ongoing basis
Identifying and developing new opportunities for expansion across the your book of business and collaborating with the sales team to ensure subscription growth and increased product adoption
Driving seamless onboarding processes and working cross-functionally with our support and services team to proactively lead successful deployments
Developing and implementing tailored programs 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
The skills you have:
Demonstrate active listening, synthesize information, clearly communicate, and present with confidence and compassion while adapting style to a broad range of audiences (from IT staff to CISO, from team members to senior management)
Navigate and form relationships across multiple business units to navigate opposing goals and opinions, find opportunities, resolve difficult situations, balance expectations, influence decisions, and achieve solutions that work
Continuously learn about product features and functionality, provide recommendations to customers, translate customer sentiment to internal teams and appropriately advocate to improve our product
Demonstrate high relational intelligence, show compassion and discernment in tough situations, be accountable, and provide, receive, consider, and incorporate feedback to/from your peers and leadership
Prioritize multiple concurrent projects to deliver on customer and internal expectations while detailing and communicating progress
Develop and execute strategies for your customer portfolio, including customer engagement, risk identification and resolution, product adoption, expansions, and upgrades
Demonstrate thought leadership and help build insights, strategies, and concepts with team members, other internal teams, and customers
Give to a positive environment that values people and work and provide leadership and mentorship (informal or formal) through one-on-one relationships, team interactions, and special projects
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.