What are the responsibilities and job description for the Manager, Digital Customer Success position at Wiz, Inc.?
SUMMARY
The Manager, Digital Customer Success will be responsible for helping with the development of our digital program and supervising a team of individual contributors. In this role, you will provide guidance and support to your team, ensuring that they are equipped to lead their respective teams and implement our digital customer success program effectively. You’ll also ensure that your team will be the conduit connecting our customers growing in the cloud to Wiz's cutting-edge innovation and use cases. As the Manager, Digital Customer Success you will be a key player in driving the success of our digital initiatives. You will work closely with other departments to ensure that our digital program aligns with our overall business strategy. You will also be responsible for monitoring the performance of our digital program and making necessary adjustments to ensure that we are meeting our goals.
What you'll do:
- Hire, coach and manage a world class Customer Success team
- Proactively solve customer support requests and coordinate resolutions with engineering teams
- Be a customer advocate regarding product roadmap and process improvements
- Assist customers in implementing custom integrations
- Ensure customers are maximizing their return on investment by implementing Wiz to achieve their security objectives
- Identify risks and work with the account team to build a risk mitigation plan
- Develop a playbook of typical technical challenges faced by customers; as well as common objectives to appropriately solve their issues/concerns
- Forecasting on renewals, upsell and churn
What you'll bring:
- 2 years of experience in customer-centric teams such as Customer Success, Implementation, Engagement, Onboarding, or Business Development
- Proven track record of success in leading digital programs.
- Experience with online subscription / SaaS products is a must
- Strategically driven; strong presentation skills required to deliver impactful QBRs
- Ability to quickly grasp and succinctly explain technological and business concepts
- Proven track record in managing enterprise customer relationships and delivering results
- Ability to stay calm and manage clients even under adverse conditions
