Technical Customer Success Manager (Remote)

Ordr is looking for a Technical Customer Success Manager (TCSM) is responsible for developing customer relationships that promote retention and loyalty. Our TCSMs work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.

This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the VP of Customer Success, the work is remote, located in the U.S.A.

KEY RESPONSIBILITIES

• Manage customer projects and work with partners to achieve success.
• Guiding the customer during on-boarding and for the life of the subscription.
• Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption.
• Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI.
• Lead a customer onboarding experience, adoption, and expansion across a range of relationships.
• Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer.
• Coordination leveraging Ordr's technical resources to help resolve customer issues and drive adoption.
• Identify and escalate risks to the customer and support team to achieve client success
• Identify risks with our clients actively and collaborate with internal teams to remediate client concerns.
• Track and report on customer health, status, projects, progress, and issues,
• Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements.
• Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer's success.
• Develop and nurture customers to become Brand Ambassadors on behalf of Ordr.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities.
• Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments.

EXPERIENCE & QUALIFICATIONS

• Excellent communication, documentation, and presentation skills.
• Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
• Strong communication, interpersonal, and customer service skills.
• 802.1x/NAC, Cybersecurity, Vuln management.
• Experience with CSM and CRM tools.
• Must have some Linux, VMWare ESXi, and Firewall knowledge.
• Strong empathy for customers AND passion for customer success.
• Must have strong switch and router expertise. CCNA or higher preferred.
• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• The ability to relate technical information to non-technical customers.

As an equal opportunity employer, we are open to considering every qualified candidate who is eligible and legally authorized to work in the United States on a full-time basis, without a need for sponsorship

Salary Range: $120,000 - $150,000. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.