Job Description
Role Summary
This role will drive value of our “tech and low touch” customer experience for a large number of customers. You will deliver strategic outreach initiatives to connect our customers to great value and usage of Sophos suite of products, while reactively directing their follow-up needs to the relevant groups. The intention of this role is to help onboard and engage Sophos customers and set them up to succeed and grow with us; to constantly evolve our approach and ensure a great customer experience as Sophos grows and changes. This is an incredible and unique opportunity to help design, build, and implement customer success models at scale.
What You Will Do
Help develop scalable onboarding and ongoing engagement materials to drive fast time-to-value and ultimately positively influence customer retention and expansion.Deploy a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class.Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.Identify risk triggers and work with CS leadership to develop re-engagement strategies.Help support revenue growth by identifying opportunities for cross-sell and upsell.Perform timely escalation of customer queries to the appropriate teams within Sophos; understanding when to escalate vs. when to problem solve/deep dive.Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data.Conduct effective and engaging post-onboarding check-ins.What Will You Bring
Experience in customer success roles, additional experience in customer support, sales, or customer marketing is a plus.Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.Proven ability to produce and deliver compelling customer materials to drive business objectives.Excellent organizational skills and ability to establish milestones and keep project plans on task.Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.Experience employing a one-to-many approach globally.Fluent English and German required.
