Note: The job is a remote job and is open to candidates in USA. Pathlock is a leader in Identity Governance, Access Controls, and Application Security, aiming to help enterprises streamline audits and automate compliance. The Customer Success Associate will build relationships with customers, provide strategic guidance, and ensure customer satisfaction while promoting product adoption and retention.
Responsibilities
- Serve as the primary post-sales point of contact for customers
- Build strong relationships with customer product owner, buyer, and key stakeholders in audit, SOX, risk, and internal controls
- Act as liaison between internal and external teams to drive alignment and meet desired outcomes
- Understand each customer’s use cases and guide them on how Pathlock product(s) supports these requirements
- Partner with customers and Pathlock’s cross-functional teams to promote adoption, satisfaction, and advocacy throughout their journey
- Provide strategic guidance to help customers mature their governance and control environment through utilization of Pathlock product features and functionalities
- Demonstrate product knowledge and enable current & future use cases to help customers realize value, ensuring retention, identifying growth opportunities, and expanding ROI with Pathlock
- Conduct executive business reviews with appropriate stakeholders to review progress towards – or achievement of – desired outcomes; address challenges with plans for mitigation and align on upcoming / future business objectives
- Leverage sales approach best practices with ongoing discovery and uncovering new cross-sell and upsell opportunities
- Capture feedback and communicate with Support, Product, Engineering to communicate customer enhancement requests and/or issues
- Work with Support to resolve issues during critical periods
- Communicate & collaborate regularly with Professional Services during implementations to ensure a thorough understanding of the customer’s journey to steady state
- Collaborate with Marketing as needed for customer notifications, newsletters, and sharing of events
- Provide internal reporting on customer outcomes
- Maintain knowledge over book of business & keep records of information in Salesforce, including Assets, ERPs, meeting notes, key contacts, at-risk insights, & referenceable contacts
- Log and track customer health metrics (CSAT, assets, support cases, references, etc.) and coordinate with relevant parties to develop plan for addressing accounts at-risk
Skills
- 0-2+ Years of Customer Success experience
- Ability to understand customer needs and to increase customer engagement
- Ability to interpret customer business requirements and translate them into technical product capabilities and functionality
- Knowledge of MS Office
- Excellent communication skills, including the ability to clearly communicate complex technical concepts to non-technical stakeholders and create customer documentation
- Passionate about delivering exceptional customer experiences and ensuring customers achieve their desired outcomes
- Analytical problem-solving, with the ability to resolve complex technical issues
- Collaborative mindset, working well with both internal teams and customers to solve problems and share knowledge
- Strong time-management skills with the ability to work independently with minimal supervision while managing multiple customer accounts
- High school diploma
- Direct experience interfacing with customers in support of their purchased product is a plus
- Knowledge of SaaS products and CRM Software a plus
- Familiarity with cloud or ERP environments is a plus
Benefits
- Comprehensive coverage and retirement options
Company Overview