Product area

Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Job description

As a Customer Success Manager (CSM), you will complement the industry leading expertise, innovation and capabilities delivered through GCS products and services to drive maximum business value aligned with customer business goals and objectives. You will lead and manage value attainment for customers through engagement management, focusing on the program design, management, and ongoing monitoring of delivery outcomes for our customers. You will work closely with a portfolio of customers to drive adoption and engagement while identifying opportunities to further realize value within the Security domain and the wider Google Cloud portfolio of solutions.

Qualifications

Job responsibilities

• Serve as the customer's trusted advisor, providing subject matter expertise to drive product adoption aligned with customer's and operational objectives.
• Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and serve as the lead in a critical issue management role when necessary.
• Develop outcomes-focused project plans and lead all phases of the post-sales customer journey from onboarding, adoption, to renewal, and maintain and update existing customer success metrics and databases.
• Orchestrate relationships across internal cross-functional business partners (e.g., Sales, Engineering, and Renewals) to deliver customer outcomes, mitigate risk, and position cross-promotion opportunities for expansion.
• Build operational and executive business reviews to executives, and also partner with customers and vendors to develop success plans to achieve their business objectives.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in program management, project management, customer success, or customer-facing account management roles.
• Experience in cyber security or security solutions domain, including Security Operations (SecOps) (i.e., Security Information Event Management (SIEM) and Security Orchestration, Automation, and Response (SOAR)).
• Experience working with cross-functional teams, executive clients, and stakeholders within matrixed environments.

Preferred qualifications

• Experience working with operationalizing cyber threat intelligence and security operations.
• Experience helping customers make investments in new technologies and projects based on expected value and ROI.
• Experience leading enterprise organizations through a people, process, and technology transformation of building and operating cybersecurity solutions.
• Knowledge of Google Cloud security products.
• Knowledge of industry best practices and applying to client situations, with excellent organization and communication skills.
• Ability to communicate in Mandarin or Japanese fluently in order to support client relationship management in these regions.