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Customer Success Consultant
Hornetsecurity
🇪🇸 Spain
Remote
2 days ago
- Salesforce
- CRM
2 days ago
Not enough detail in this posting to match
- Serve as the main Customer Success point of contact for a portfolio of Hornetsecurity customers, building strong relationships with customers and their partners and helping them maximize the value of their Hornetsecurity solutions.
- Proactively manage customer engagement by scheduling and driving regular Success Reviews, follow-up meetings and other relevant customer touchpoints.
- Regularly assess customer satisfaction, product adoption and overall account health, identifying potential risks, dissatisfaction or underutilization at an early stage and proactively initiating appropriate actions.
- Travel to meet customers and partners onsite on occasion.
- Identify and mitigate churn risks by developing appropriate action plans and coordinating with Sales, Partners, Support, Presales and other internal stakeholders when required.
- Help customers understand and adopt relevant new capabilities, features and best practices, ensuring they continuously derive value from their Hornetsecurity investment.
- Identify potential cross-sell and expansion opportunities based on customer needs and usage, and proactively engage the appropriate Sales representative to develop the commercial opportunity.
- Work closely with our channel partners to ensure coordinated customer engagement, particularly where the partner owns or manages the customer relationship.
- Act as the voice of the customer within Hornetsecurity, ensuring relevant feedback, concerns and improvement opportunities are communicated to the appropriate internal teams and followed through.
- Maintain accurate and up-to-date documentation of customer interactions, calls, meetings, risks, agreed actions and next steps in Salesforce, ensuring visibility and effective collaboration across teams.
- Coordinate customer issues and escalations with the appropriate internal teams and maintain ownership of the customer communication and follow-up until an appropriate resolution or next step has been agreed.
- Drive continuous improvement of Customer Success processes and contribute to initiatives that increase customer satisfaction, adoption, retention and long-term customer value.
- You have proven experience in Customer Success, Account Management, or a comparable customer-facing role, ideally within IT, cybersecurity, SaaS, or another technology environment.
- Experience working in a fast-paced, international technology company is a plus.
- You are a proactive, highly motivated self-starter who takes ownership of customer relationships and follows actions through to completion, while also working effectively as part of a team.
- You have excellent written and verbal communication skills in Spanish and English, are comfortable engaging with different stakeholders, and have the ability to influence and build trusted relationships.
- You have a strong customer-centric mindset and are comfortable proactively engaging customers and partners by phone, email, online meetings, and face-to-face interactions.
- You are able to identify customer needs, potential risks, dissatisfaction, and growth opportunities, and coordinate the appropriate actions with Sales, Partners, Support, Presales, and other internal teams.
- You are results-driven and comfortable working towards measurable quarterly objectives, with strong organizational and prioritization skills and the ability to manage multiple customers and activities simultaneously.
- You are comfortable working with CRM systems such as Salesforce and understand the importance of accurately documenting customer interactions, agreed actions, risks, and next steps.
- You are comfortable with occasional travel to meet customers and partners onsite.
- Room for innovation and independent action in a forward-thinking company.
- Short decision-making paths and flat hierarchies, fostering an open and collaborative working environment.
- A competitive salary with a performance-based bonus structure.
- Career development opportunities in a fast-paced, international environment.
- Flexible working hours and the option to work from home.
- Delicious coffee, tea, soft drinks, and fresh fruit available.
- Be-Active Bonus – subsidies for your fitness memberships.
- Unlimited contracts – we are looking for hornets who want to grow with us in the long term.
Customer Success Consultant · Hornetsecurity