Customer Success Account Manager

Forcepoint; Dubai; On-site; AED 440,000 - 551,000; Full time

Job summary

A global cybersecurity leader in Dubai is seeking an experienced Customer Success Manager to manage a diverse portfolio of customer accounts. You will ensure customers achieve success with their Forcepoint investments while building strong relationships with stakeholders. The ideal candidate has a proven track record in account management, strong communication skills, and experience in a high-tech industry. This role offers opportunities for personal and professional growth in a dynamic environment.

Qualifications

• Experience managing a diverse portfolio of customer accounts.
• Ability to build relationships with executive and technical staff.
• Self-driven and results-oriented mindset.

Responsibilities

• Manage customer accounts from signature to renewal.
• Ensure customers achieve desired outcomes from their investments.
• Analyze data to improve customer experience.

Skills

Customer satisfaction

Effective communication

Presentation skills

Service orientation

Cross-functional thinking

Process orientation

Creativity in problem-solving

Attention to detail

Technical understanding

Account expansion

Education

Proven track record in account management

Experience in value creation and retention

Experience in high-tech or cybersecurity

Proficiency in Salesforce and Gainsight

Tools

Salesforce

Gainsight

MS Office applications

Job description

Overview

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Responsibilities

• Manage a diverse portfolio of customer accounts from signature to renewal.
• Accountable for ensuring customers achieve their desired outcomes and value from their Forcepoint investments by working with Onboarding, Professional Services, Tech Support, and Partners.
• Build and maintain relationships and trust at executive and technical staff levels within customer accounts
• Partner with Account team, Sales Operations, Executive sponsors and other key Forcepoint stakeholders to ensure alignment with driving value and retention of customer accounts
• Monitor customer utilization and health scores. Create Success / Action Plans to address at risk accounts.
• Conduct regular customer meetings and account reviews.
• Analyze data to improve customer experience and identify expansion opportunities.
• Comply with Success KPI tracking in tools such as Salesforce, Gainsight.
• Provide quarterly forecast for renewals and expansion opportunities. Own renewal opportunities to closure.
• Contract Management and Renewals Negotiations

Core Competencies

• Commitment : Passionate about customer satisfaction and their results. Do what you say you will do.
• Communication : Ability to communicate effectively at all levels, including Executive leadership, both as a presenter and an active listener
• Presentation : Proficient in presenting to Executive and Technical levels within customer accounts; achieve strong engagement from the audience.
• Service Orientation : Demonstrated ability to provide world-class service and support through effective task management and issue ownership.
• Cross-Functional Thinking : Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously.
• Process Orientation : Strong drive to follow and improve processes to ensure consistent outputs.
• Creativity : Ability to solve problems creatively, including stepping outside of process when necessary.
• Attention to Detail : Care about the little things for your customer, and also capture information correctly and accurately.
• Technical : Ability to learn Forcepoint products and articulate how it solves customer’s business needs
• Account Expansion : Ability to drive the expansion of the Forcepoint footprint with existing accounts.

Education and Experience

• Proven track record of successfully managing and developing accounts is required
• Experience in managing a set of accounts with responsibility of value creation, retention quota, and identifying expansion opportunities is required.
• Experience working in a Success or Renewals position in a high-tech organization is required, preferably cybersecurity
• PC literate with knowledge of Salesforce, Gainsight, MS Office applications or similar technologies.
• Self-driven, results-oriented with a positive outlook and a clear focus on high quality and business success.
• A natural forward planner who challenges themselves on their own performance.
• Demonstrable proficiency in communication skills.
• Able to demonstrate success and experience in a customer facing environment.
• Able to work with minimum supervision on key customer facing tasks

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to .

Applicants must have the right to work in the location to which you have applied.