Sr. Customer Success Advisor, Scaled CS

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Requirements:

• 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.
• Experience in scaled or digital customer success engagement models.

Responsibilities:

• As a Customer Success Advisor (CSA), you are a critical part of the Customer Success Organization reporting to the Director of Customer Success.
• Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes.
• The results of your efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Illumio across their organization.
• 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 to drive a strategic roadmap for your customers will be vital to your success.
• Inspect customer adoption issues and run specific plans to increase adoption health where required.
• Manage renewals by tying adoption health to renewal and ensuring that value is being delivered.
• Partner with Sales to identify expansion opportunities within your portfolio.
• Establish trusted advisor relationships with customer stakeholders and work with the account team to enhance Illumio’s reputation.
• Build a strategic roadmap for every customer and document the 'definition of success' with the customers' executive sponsors.
• Monitor the Adoption Health across all accounts within your portfolio.
• Capture and document Customer Use Cases and value stories.
• Design and execute targeted digital customer success programs.