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Customer Success Advisor

Illumio

Illumio

Customer Service, Sales & Business Development
California, USA · Remote
Posted on Thursday, May 9, 2024

No Agency Submissions Accepted.

In this role, you will know your customers, build trust, and drive value so customers can maximize the value of their investment.

Every day, you will manage the customers in your portfolio, partnering with our cross-functional team at Illumio.

To thrive in this role, you must support and guide your customers, so they achieve their objectives.

About the Team:

Illumio’s Support and Services organization ensures our success in deployments, expansions, and in building trusted partnerships with our clients. Joining our team means solving problems that matter—securing over one million workloads globally and stopping cyberattacks and ransomware from spreading into cyber disasters. Illumio is trusted with securing the most sensitive infrastructure in our client’s environments.

We are in a unique position from other security companies in that we don’t have 10s or 100s of products to support. When you engage with a client, you will build strong relationships based on expertise from a knowledgeable team that supports you with a precise and proven product portfolio. That, combined with being a Zero Trust Leader, creates a customer-base that is incredibly loyal and seeking a true partnership. We do everything we can to make our clients successful.

Key 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 (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO, ) to drive a strategic roadmap for your customers will be vital to your success.

  • Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform.

  • Renewals - tie adoption health to renewal and ensure that value is being delivered. You will be expected to forecast your upcoming renewals whilst managing the process from start to finish.

  • Expansion - partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio.

  • Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor.

  • Establish, confirm, and document the “definition of success” with the customers executive sponsors through quarterly ‘Executive Business Reviews’.

  • Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes.

  • Monitor the Adoption Health across all accounts within your portfolio.

  • Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.

  • Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully orchestrate their delivery.

  • Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.

Experience:

  • 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.

About Illumio:

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

Pay Range:

$ 144,000 - $173,000 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.

Benefits:

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program.#LI-AF1 #LI-REMOTE