Sr. Customer Solutions Manager

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview

The Sr. Customer Solution Manager (CSM)’s primary function is to accelerate customers’ time to value by guiding the customer on their identity solutions, secure payments, and digital security journey. The Sr. CSM will support customers through digital transformation and improve their end-to-end experience. A Sr. CSM engagement will vary based on where the customer is at in their Entrust journey. As a pivotal part of a core Account Team, CSMs will ensure that all Entrust teams are working together effectively and efficiently to deliver outcomes for the customer.

The Sr. Customer Success/Solutions Management team will perform the following duties and others assigned.

1/You will be responsible for monitoring customer health. You will use data, tools, and establish a regular cadence with your customers to ensure that they are successfully adopting Entrust products and services.

2/You will be focused on driving results for your aligned customers. You will meet with internal and external stakeholders to understand business outcomes that customers are looking to achieve and work backwards to establish metrics and milestones.

3/You will be an evangelist for Entrust products and services. You will help secure deals, look for expansion opportunities with customers, and help drive renewals.

4/You will serve as a customer advocate. Your job will be to ensure the voice of the customer is heard by internal stakeholders at Entrust. You will closely collaborate with sales, professional services, product teams, engineering teams, and marketing to help drive success for your aligned customers.

5/ You will look for opportunities to escalate value. You will work to create referenceable customers and escalate value in the form of writing blog posts, establishing customer roundtables, or inviting customers to present about their success using Entrust solutions.

Successful candidates will have a strong technical background, be detail driven, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be skilled at leading through ambiguity, working within matrixed environments, and gaining stakeholder buy-in, negotiating, and leading virtual teams. Your enterprise infrastructure, cloud, and security experience along with operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.

Responsibilities

Act as customer advisor and guide Entrust named accounts on their identity solutions, secure payments, and digital security journey through:

• Utilize tools such as value maps, program management tools (i.e., Asana) and specialist engagements such as executing on customer Proof of Concept (POC)
• Utilizing industry expertise to align stakeholders within the customer to establish key performance indicators (KPI’s).
• Developing a deep understanding of customer goals, priorities, and decision-making processes
• Measure and respond to customer progress, sentiment, and signals for continuous improvement to help improve customers’ end to end experience with Entrust.
• Identify customer challenges/blockers and utilize mechanisms to remove friction.
• Build, execute and track jointly agreed upon success plans to ensure successful renewals across internal and customer stakeholders.
• Influence enablement strategies that support the customer’s transformation through the use of Customer Journey Assessments, governance, and training and enablement plans.
• Identifying, influencing, and aligning stakeholders on customer priorities.

Collaborate across account teams as a customer champion and facilitator.

• Track progress of customer initiatives and migrations to anticipate and mitigate risk.
• Lead escalation of blockers that will impact customer success.
• Maintain awareness of, and provide oversight to, all Professional Services and Partner delivery.
• Utilize and facilitate programs such as Business Reviews (QBR/XBR), NPS (Net Promoter Score), Customer Health Score, customer adoption tracking, and Account Team Goals.

Help customers accelerate their adoption of Entrust through enabling them to realize business results, as measured by the following KPIs:

• New and renewed customer commitments.
• Accelerating time to value.
• Grow Entrust usage.

Basic Qualifications

• Must be able to lawfully work within the US and have unrestricted work authorization for US.
• Existing technical certifications preferred, with ongoing expectation of continuing education and technical certification programs
• Ability to travel 30% as needed, role is remote.
• 7+ years' experience in enterprise IT, either as a vendor, partner, ISVs, consultant, or have prior experience working with or managing technical programs or customer success.
• Bachelor’s degree in business, engineering, computer science, or relevant field

Preferred Qualifications

• Experience working with CRM system – SalesForce.com
• Experience with PKI (Public Key Infrastructure), SSL, data encryption, multi-cloud security, identity and access management, and establishing a Zero Trust approach.
• Superior written and verbal communication skills.
• Highly analytical, technically proficient, with strong organizational and troubleshooting skills with precise attention to detail.
• Self-motivated problem solver with strong listening skills; demonstrated ability to ask effective questions and ability to dive deep into and understand customer’s business priorities.
• Thorough understanding of software development/engineering lifecycle from conception to delivery and/or IT life cycle.
• Demonstrated ability to maintain composure in stressful situations, support team in responding to customer needs quickly and effectively, adapts to change and is comfortable with ambiguity.
• AWS, GCP, Azure or other cloud certifications
• Certified Information Systems Security Professional (CISSP), CompTIA Security+, Certified Information Security Manager (CISM), Certified Ethical Hacker (CEH), or other security certifications.
• Experience in customer transformations and migrations from on-premises to the cloud.
• Able to build relationships, earn trust, and thrive in a matrixed global environment.
• Strong project management skills, PMP and/or SCRUM/Agile, SAFe certified.
• Ability to be a strategic thought leader and trusted advisor to customers at the C level.

Compensation Range

The pay range for this position is $135000 - 203000 if located in the United States. In the event this position is hired outside the U.S., pay ranges will vary and will be set in the applicable currency. Actual compensation will be determined based on geographic location, education, skills and experience. Please speak with the recruiter for more details.

Vaccination for Covid-19 is currently a condition of employment for field service roles in the U.S., subject to accommodation for qualifying reasons (i.e., medical, religious, etc.) under applicable law. If you would like more information about accommodations, contact [email protected].

For US Roles, Or Where Applicable

Entrust is an EEO/AA/Disabled/Veterans Employer

Recruiter

Richa Srivastava

[email protected]