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Strategic Success Manager, Central Region

Full Time


Carbon Black is a leading provider of next-generation endpoint security. Carbon Black serves more than 3,700 customers globally, including 33 of the Fortune 100. As a cybersecurity innovator, Carbon Black has a strong heritage of innovative technology leadership in multiple endpoint security categories, including application control, endpoint detection and response (EDR), and next-generation antivirus (NGAV). Leveraging its big data and analytics cloud platform - the Cb Predictive Security Cloud - Carbon Black solutions enable customers to defend against the most advanced cyber threats, including malware, ransomware, and non-malware attacks. Deployed via the cloud, on premise, or as a managed service, customers use Carbon Black solutions to lock down critical systems, hunt threats, and replace legacy antivirus.


Job Description

The Strategic Success Manager (SSM) is responsible for ensuring the overall success of a portfolio of strategic accounts with Carbon Black products. As a senior member of the Sales Customer Success team, the SSM is responsible for driving success and value of the products within the assigned customers and partnering with Field Sales team (Regional Director and Regional Account Manager) for renewal and add-on opportunities. The SSM is adept at developing and nurturing a consultative relationship with CISOs and other key security leaders within a customer organization, as well as building relationships with the “hands on” security personnel. The SSM is skilled in navigating the diverse needs of the customer/company and the Carbon Black sales, services, support, product and engineering teams.


Responsibilities

  • Manages a portfolio of strategic accounts throughout their lifecycle with Carbon Black
  • Works with Sales Account Manager to bring in renewals and add-on opportunities
  • Builds and elevates strategic relationships with CISOs and other key security leaders within their account
  • Presents quarterly business reviews with customers to ensure ongoing partnership
  • Ensures a smooth and successful transition from the engagement manager on the service delivery to operations
  • Works with customers to define value and keeps them apprised of new product features
  • Facilitates regular roadmap conversations between customer and product management
  • Sets and manages customer expectations while continuing to highlight Carbon Black's distinctive value proposition in the market
  • Reviews health dashboard and opens cases on a regular basis and has technical ability to do assessments of issues; escalates issues as required
  • Apprises Carbon Black's management of overall health of customers (technical, organizational, operational and sponsorship)
  • Assists Carbon Black marketing by encouraging customers to appear in Carbon Black related marketing materials/events including but not limited to, customer reference calls, whitepapers, magazine quotes/articles, speaking at conferences
  • 30-50% travel

Requirements

  • 8+ years professional service or client management experience
  • 5+ years enterprise software implementation experience
  • Experience as a TAM in a similarly sized organization
  • Proven long-term customer relationship skills; passionate about customer success
  • Solid understanding of IT security strategies
  • Knowledge of enterprise IT infrastructures and configuration, including support and security operations
  • Knowledge of Microsoft Windows configuration and management
  • Proficient in Windows 2000, XP,7, 2003/2008 server and supporting technologies/products
  • High-level knowledge of SQL and SQL Server