Customer Success Account Manager-3

Forcepoint; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Forcepoint is seeking a Customer Success Manager to manage a diverse portfolio of customer accounts. You will ensure that customers receive maximum value from their investments by collaborating with various teams and maintaining strong relationships. This role requires a passionate individual focused on customer satisfaction and success.

Qualifications

• Proficient in customer communications and account management.
• Strong focus on customer satisfaction and relationship building.
• Ability to learn and articulate product benefits effectively.

Responsibilities

• Manage customer accounts from signature to renewal.
• Build strong customer relationships and trust.
• Analyze data to improve customer experience.

Skills

Customer Satisfaction

Communication

Presentation

Service Orientation

Cross-Functional Thinking

Attention to Detail

Creativity

Technical Knowledge

Account Expansion

Job description

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.

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 [e-mail].

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