Strategic Success Manager, Central Region

Full Time

Carbon Black (NASDAQ: CBLK) is a leader in cloud endpoint protection dedicated to keeping the world safe from cyberattacks. The CB Predictive Security Cloud (PSC) consolidates endpoint security and IT operations into an endpoint protection platform (EPP) that prevents advanced threats, provides actionable insight and enables businesses of all sizes to simplify operations. By analyzing billions of security events per day across the globe, Carbon Black has key insights into attackers’ behaviors, enabling customers to detect, respond to and stop emerging attacks. More than 5,600 global customers, including approximately one-third of the Fortune 100, trust Carbon Black to protect their organizations from cyberattacks. The company’s partner ecosystem features more than 500 MSSPs, VARs, distributors and technology integrations, as well as many of the world’s leading IR firms, who use Carbon Black’s technology in more than 500 breach investigations per year.

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