Customer Success Advisor

Job Description

• As a Customer Success Advisor (CSA), you are a critical part of the Customer Success Organization reporting to the Director of Customer Success. • Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to partner with all teams within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO) to drive a strategic roadmap for your customers will be vital to your success. • Establish, confirm, and document the “definition of success” with the customers executive sponsors through quarterly ‘Executive Business Reviews’. • Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes. • Monitor the Adoption Health across all accounts within your portfolio. • Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible. • Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully orchestrate their delivery. • Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role. • Ideally you will have worked within the Cyber Security or Enterprise SaaS space. • Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the platform. • Excellent communication skills verbal, written and presentation. • Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment.

Benefits

• Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program.