What will you do?
Advocate for and take ownership of your customer's needs throughout the entire engagement lifecycle, starting with pre-sales support, continuing through Product Onboarding, Production, and ongoing support phases.
Collaborate with customers to shape and deliver business use-cases, ensuring they fully understand how PlainID solutions meet their authorization and security requirements, and drive their business objectives.
Guide customers through the implementation of PlainID solutions, from use-case validation to production deployment, while supporting them in expanding their adoption of PlainID's solutions.
Serve as the primary point of contact for new and existing customers, fostering strong, long-lasting relationships, and acting as their advocate within the company.
Ensure high levels of customer retention and loyalty by driving customer satisfaction and demonstrating the ongoing value of our solutions.
Establish and maintain a trusted advisory relationship with customers, providing strategic insights and guidance that enhance the value of PlainID products and services over time.
Collaborate with customer teams to develop and execute project plans, track progress against milestones, and ensure timely delivery of all project outcomes.
Act as a liaison between customers and PlainID's internal departments (Product, R&D, Sales, Sales Engineers, Global Services, and Management), ensuring that customer needs and issues are effectively communicated and addressed in a timely manner.
Work proactively with remote internal teams to expedite the resolution of customer issues and enhancement requests.
Identify and assess potential risks throughout the project lifecycle, collaborating with customer teams and PlainID internal teams to develop and implement effective mitigation strategies.
Tracking and reporting on key performance metrics related to customer satisfaction, project delivery, and account health.
BSc in Computer Science, Engineering, or a related field.
Minimum of 5 years of experience in Project Management, Customer Success Management, or Technical Account Management, working with external customers.
Demonstrated experience in managing complex customer engagements and delivering successful outcomes.
Proven track record in driving customer satisfaction, solution adoption, and retention.
Tech-savvy with the ability to engage in technical discussions.
Demonstrated success in leading SaaS implementations, including guiding customers through the onboarding process.
Proficiency in effort estimation, SOW creation, and budget management to ensure project success.
Dynamic and proactive with strong interpersonal skills with proven ability to build and maintain relationships with both internal and external remote stakeholders.
Result-oriented With a Can-Do approach and attitude.
Performs well in a matrix management environment and is adaptive to changes.
Thrives in a multi-tasking environment with strong prioritization skills.
Ability to see the big picture, though detail-oriented and analytical.
Fluency in discussing both business and technical aspects of the product in English.
Experience working with large enterprises is a plus.
Background in Security, specifically in the IAM domain, is a plus.
