About ColorTokens
ColorTokens specializes in advanced security solutions designed to safeguard organizations assets and critical systems from cyber threats. Our flagship product, Xshield Enterprise Microsegmentation platform, empowers organizations to prevent initial compromises from escalating into damaging crises. By emphasizing proactive security measures, ColorTokens ensures comprehensive protection for critical workloads and data, enabling organizations to stay breach ready.
With a clientele spanning some of the world's largest organizations, including prominent cancer research centers, cities, and national defense departments, ColorTokens serves industries handling sensitive information and subject to stringent regulatory requirements.
ColorTokens cloud-delivered platform streamlines onboarding efforts and reduces maintenance costs for organizations. Providing pervasive protection, their platform covers data center servers, legacy systems, cloud workloads, containers, and operational technology (OT) and Internet of Things (IoT) devices.
The company's recognition as a Strong Performer in the Forrester New Wave: Microsegmentation report solidifies ColorTokens reputation as a trusted provider of microsegmentation solutions for organizations seeking to enhance their security posture.
Our Culture
We foster an environment that values customer focus, innovation, collaboration, mutual respect, and informed decision-making. We believe in alignment and empowerment so you can own and drive initiatives autonomously.
Self-starters and high-motivated individuals will enjoy the rewarding experience of solving complex challenges that protect some of world's impactful organizations - be it a children's hospital, or a city, or the defense department of an entire country.
Role Description
Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you we would love you to be on-board and nurture our customers!
In conjunction with stellar technology and process, the Customer Success Manager will drive long term success and adoption as the primary interface to the customer.
Responsibilities
- Deliver outstanding experiences that drive strong retention of accounts that would lead to renewals, adoption of our products and create reference customers.
- Own relationship with assigned clients, which includes: Increasing adoption, ensuring retention, customer delight and business growth.
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Educate customers on value derived.
- Work with customers to articulate desired business outcomes. Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk and metrics needed to achieve them.
- Execute and track the customer success plan to fulfillment of outcomes.
- Work with cross functional teams to own and ensure customer deployments are completed quickly and efficiently
- Identify and/or develop upsell and cross-sell opportunities.
- Own customer escalations and lliase with internal teams to get it resolved on priority.
- Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
- Engage regularly with customers via strategic and operational discussions
- Be the customer's advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.
- Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.
- Define, measure and improve operational metrics and track through dashboards and operational reviews for effective CSM operations
- Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams
- Will involve short term travel within or outside India.
- May require working in client time-zones (for US/Europe clients) for an extended period of time.
Desired Candidate Profile:
- The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
- 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
- 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
- Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
- Ability to multitask in a dynamic, fast paced environment
- Experienced at account management & growth through farming.
- Experienced at leading presentations and discussions with customer's senior management teams
- Highly energetic, with a passion for helping customers achieve expected business outcomes
Qualifications:
- Bachelors degree from Top institutes. MBA preferred
- Excellent organization and project management capability
- Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
- Self started, self motivated, flexible and results driven
- Experience using CRM tools
Preferred knowledge/skills:
- Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
- Experience working/leading teams in customer success functions for SaaS products.
- Experience with Product Delivery Lifecycle
