Sep 05, 2019
Customer Success Manager Overview The primary goal of the CSM team is to ensure our customers derive maximum value and utilisation from our technology and services such that they renew, expand and become advocates for us in the marketplace. CSMs need to champion Tanium within the customer’s organisation and ensure we deliver on the promises and potential of our technology. CSMs complement the existing Sales and TAM teams on accounts by providing a proactive, programmatic and long term vision of the customer’s journey with consumption, value and retention at the core of that journey. Customer Success Manager Responsibilities The following responsibilities represent a prioritized tasks for CSMs as it stands today Supporting TAMs and Sales teams on individual accounts, many of which are the largest and most complex organisations in the world With the full support and collaboration of the TAM and Sales lead, the CSM is expected to own the following; An Account Engagement plan from which the Account Team can collaborate. CSMs own portions of the plan and will be expected to ensure other groups effectively contribute A collaborative and strategic customer roadmap and plan for the months and years ahead An evolving set of clearly articulated and documented use cases centered around ROI, efficiency and business change A clear ROI process which is executed and validated at key points in the journey Driving maximum integration of Tanium into business processes and controls in order to achieve ROI and efficiency goals. In achieving this, CSMs are expected to understand and support technical integration of Tanium into our customer’s toolchains and environments The planning and execution of regular and appropriate strategically-focused Executive Business Reviews, alongside the TAM, Sales and Executive team Tracking the health of assigned accounts and, where appropriate, implementing formal improvement plans Assisting on other account level activities such as stakeholder mapping, maturity modeling, enhancement tracking, renewal and expansion tracking and reporting Where appropriate, ensuring our customers are actively engaged with the wider Tanium business, be it Marketing, Product Management or our Executives Assisting and owning practice development projects to mature both the CSM and wider TAM functions Contribute to documentation efforts, both internally and publicly facing Maintain a broad understanding of all aspects of the Tanium solution Where needed participating in activities more aligned to TAMs, in particular QA activities internally, or Platform demonstrations in pre-sales Minimum Requirements Minimum Requirements Obsession over value and return on investment Technically astute. Able to understand majority of large enterprise IT concepts Consultative mindset combined with project based execution approach Interest in solving the toughest IT problems faced by organizations today Thrives in a fast paced, currently loosely defined and constantly evolving environment World class customer facing and interpersonal skills; professional, insightful value-driven Excellent organizational ability Team player Willingness to always go above and beyond for the customer ‘Healthy paranoia’ mindset Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions using Tanium Fluency in Dutch would be advantageous. Advantages Able to install and configure a variety of software solution Comfortable across operating systems commonly found at large organizations Familiar with general networking and database concepts This is an exciting opportunity to join a function in its infancy, taking the best of Customer Success externally and re-imagining it in the way that only Tanium can. Location: Netherlands About Tanium Founded in 2007, Tanium invented a fundamentally new approach to security and systems management. Recognized as the "Usain Bolt of cybersecurity," it's no surprise the world’s largest enterprises and government organizations rely on Tanium to secure, control, and manage the hundreds of thousands of endpoints that comprise their networks effectively; and at unprecedented speed, no matter the size. If you are looking to join a fast-growing, mission-driven company, are prepared to work hard, and want to make a lasting impact on the organization and the industry, we'd love to talk to you. Learn more at www.tanium.com.