Customer Success Manager - Bilingual, Spanish or Portuguese

Description:

• Keeper is hiring a driven, bilingual (Spanish or Portuguese) Customer Success Manager to join a high producing team within our B2B sales division.
• This is a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates who live near our global headquarters in Chicago.
• Keeper’s cybersecurity software is trusted by millions of users and thousands of organizations, globally.
• Join one of the fastest-growing cybersecurity companies and gain valuable skills while expanding and developing client relationships in this pivotal role!
• Join an elite group of proven performers and highly successful Customer Success professionals.
• Our team is full of seasoned technologists, with experience selling into SME and Enterprise level accounts.
• They have a passion for helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts.
• As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.
• Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows
• Meet or exceed sales targets within SMB Cohort
• Communicate with Spanish and/or Brazilian Portuguese speaking customers, both written and verbal
• Provide strong interactions with customers at the Senior Management level with support on forming relationships with C level contacts
• Work with clients to negotiate contract renewals, cross-sells, and upsells
• Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews
• Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals
• Advise customers on best practices for securing and protecting their business against password related breaches
• Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
• Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers
• Understand and navigate account procurement practices to negotiate licensing contracts
• Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space
• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features, etc.
• Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert
• Drive customer advocacy in the form of references, referrals, and case studies
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas
• Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Contribute towards the development of a strong team environment by upholding high work standards
• Jump at opportunities to go the extra mile to ensure our customers are supported and successful!

Requirements:

• 1+ years of experience in Account Management or SaaS Customer Success/Sales roles
• Must be fluent, both verbal and written in Spanish or Brazilian Portuguese and English
• Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
• Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
• Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications
• Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Working knowledge of Salesforce.com
• Undergraduate degree preferred (BA/BS)
• Experience working in IAM industry is a plus

Benefits:

• Medical, Dental & Vision (Inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401k (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)

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