Customer Success Manager - Commercial

Position Overview and Objective

Primary Responsibilities and Duties

Managing a set of corporate customers who are utilizing Arctic Wolf’s CyberSOC solution.

Achieving renewal and expansion targets through consultative selling techniques

Listening to customers and providing feedback to the business.

Ensuring customer satisfaction and delivery of quarterly account reviews.

Negotiating on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings.

Acting as an advisor to customers by leveraging solid domain and product knowledge of Arctic Wolf service offerings and customer’s needs to develop plans for future growth.

Successfully planning and prioritizing a high volume of activities and requests to manage customer issues and requests, including following through on requests in a timely manner, asking clarifying questions to determine the correct source and impact of issues, comparing, and evaluating possible courses of conduct to make decisions or recommendations and understanding use cases to coach customers to alternate solutions when possible.

Creating and managing automated processes to effectively forecast and communicate at-risk customers; build risk mitigation plans to retain such accounts.

Key Skills

The ability to be flexible and work in a rapidly changing environment is required.

Aptitude for technology, knowledge of spreadsheet and Salesforce utilization.

Fanatical devotion to customer service, business quality, and data security.

Thinks out-of-the-box and energizes others with passion, quality, and commitment.

Key Competencies

Minimum Qualifications

5+ years of demonstrated success in a sales role, preferably in a technology organization.

Field sales experience strongly desired

Preferred Qualifications

Environment and Physical Demands

Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment.

Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.

 If located in a company office, often requires the mobility to physically navigate the space.

 In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.

May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper). 

Travel Requirements

Typically 10% or less of business travel