Customer Success Manager at Fortra

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

Strong understanding of cybersecurity solutions and emerging trends
Expert knowledge of product capabilities to customize solutions for customer needs and industry requirements
Proficiency in data analysis and leveraging customer metrics for insights
Strong communication skills to articulate business impact and deliver presentations to technical and non-technical audiences
Empathy and engagement skills for managing complex customer relationships
Sense of urgency and attention to detail in prioritizing needs and executing deliverables
Ability to build and manage relationships with customer stakeholders from frontline to executive levels

Responsibilities

Maintain cybersecurity knowledge to provide valuable insights and protect customer interests
Offer expert guidance on product capabilities, customizing solutions to customer needs
Clearly communicate the business impact of solutions to help achieve customer objectives
Establish and manage the customer journey from onboarding to renewal to drive satisfaction, adoption, and retention
Analyze customer data to identify improvement opportunities, manage risks, and drive success strategies
Develop and implement tailored action plans aligned with customer and business goals
Proactively monitor customer health, deploy strategies to address risks, and reduce churn
Build strong relationships across customer organizations to align solutions with goals
Ensure alignment of product value with customer business outcomes to foster long-term partnerships and advocacy
Respond swiftly to risks or challenges with quick issue resolution
Maintain accuracy and consistency in all customer deliverables
Identify and mitigate churn risks through proactive monitoring
Identify and nurture upsell/expansion opportunities, collaborating with sales
Collect and communicate customer feedback to internal teams
Collaborate cross-functionally with sales, product, and services teams for onboarding, support, and alignment

Skills

Key technologies and capabilities for this role

Customer SuccessCybersecurityCustomer Relationship ManagementData AnalysisSuccess PlanningOnboardingCustomer RetentionProduct ExpertiseCustomer Journey ManagementStrategic Account Management

Questions & Answers

Common questions about this position

What compensation or benefits does Fortra offer?

Fortra offers competitive benefits and salaries, along with personal and professional development opportunities, flexibility, and much more.

Is this Customer Success Manager role remote or flexible?

The role offers flexibility in work arrangements.

What key skills are required for the Customer Success Manager position?

Key skills include cybersecurity knowledge, solution expertise, stakeholder management, communication skills, data analysis, and empathy in customer relationships.

What is the company culture like at Fortra?

Fortra has a collaborative culture with talented team members committed to helping each other succeed, tackling meaningful challenges, and having lots of fun.

What makes a strong candidate for this Customer Success Manager role?

Strong candidates are passionate about customer success, have cybersecurity knowledge, excel in relationship building, data-driven insights, and proactive problem-solving to drive adoption and retention.

Fortra

Cybersecurity solutions for businesses and enterprises

About Fortra

Fortra provides cybersecurity solutions aimed at protecting businesses from evolving cyber threats. Their products include threat detection and response, data protection, network security, and automation tools, all designed to work together seamlessly. Fortra differentiates itself from competitors by focusing on customer success and offering integrated and scalable solutions that can adapt to the needs of both small and large organizations. The company's goal is to simplify cybersecurity for its clients, ensuring they can operate securely and efficiently in a complex digital landscape.

Eden Prairie, MinnesotaHeadquarters

1991Year Founded

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Increased competition from market leaders may impact Fortra's market share and pricing.

Potential class action suit from ransomware attack could harm Fortra's reputation and finances.

Dependency on third-party distributors may affect direct customer relationships and profit margins.

Differentiation

Fortra offers integrated and scalable cybersecurity solutions for diverse business needs.

The company focuses on customer-centric approaches to enhance cybersecurity posture and automation.

Fortra's XDR solution provides comprehensive security across identity, network, cloud, and endpoints.

Upsides

Growing demand for XDR solutions boosts Fortra's market potential and client base.

Strategic partnerships in North America and EMEA expand Fortra's reach and service offerings.

Recognition as a market leader in security awareness training enhances brand reputation.

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