Orca Security
cloud security
CustomerSuccessManagerLATAM
“Customer Success Manager - LATAM at Orca Security. Skills: Customer Success Management, Cloud Security, Customer Adoption, Customer Value. Managing the entire Customer Journey for an assigned portfolio of Customers. Partner with Customer Success Engineers to identify and drive customer objectives, operationalization, outcomes and value”
What You'll Achieve.
meet their security objectives; adopt our solution; understand the value of their investment; expand their product footprint; drive customer objectives, operationalization, outcomes and value; achieve their own business KPIs; drive both adoption and value; drive business value and expansion; renewals, upside, and retention
Industry & Context.
problem-solving skills
Ability to travel 30%
What They're Looking For.
Must Have
5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption, 5+ years of experience working with Cloud Security, CyberSecurity, or SaaS products, Professional level Portuguese, Spanish, and English - both written and verbal, Ability to communicate, operate and communicate in various organizational levels both internally and externally, Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud, Knowledge of and experience working in the Cloud Security industry, Familiarity with cloud technology and environments, along with the benefits and security challenges of working in the cloud, Excellent written, verbal communication skills, & problem-solving skills, Passion for creating and maintaining relationships, while working in a tight-knit community culture, Ability to manage competing priorities, Passion for driving customer success that results in renewals, upside, and retention
Nice to Have
Experience with tools like Salesforce, ChurnZero, Gainsight and Slack
What You'll Do.
Managing the entire Customer Journey for an assigned portfolio of Customers
Partner with Customer Success Engineers to identify and drive customer objectives
Ensuring that technical enablement ties to customer goals and helps them achieve their own business KPIs
Define and execute Customer Success Plans that drive both adoption and value
Be a trusted advisor for customers
communicating upcoming product changes
and serving as an internal voice of the customer
Work with customer stakeholders
and partners to drive business value and expansion
Build relationships within all levels of the organization from the practitioner level all the way up to the C-suite
Proactively reach out to other BUs and executives to expand Orca’s footprint
and collaborate cross-functionally within Orca
Lead Executive Business Reviews (EBRS) & Quarterly Business Review (QBRs)
Own Customer renewal opportunities and partner with Account Executives on Customer Expansion opportunities
Contribute to defining and bringing maturity Customer Success Playbooks
Become proficient in CS and Sales tools required to perform the role
Understand your customer use cases
and key players at all times
How You'll Work.
Team & Collaboration
Partner with Customer Success Engineers; Collaborate cross-functionally within Orca; Work with customer stakeholders, executive sponsors, and partners; Build relationships within all levels of the organization; Partner with Account Executives
Communication Scope
Ability to communicate, operate and communicate in various organizational levels both internally and externally; Excellent written, verbal communication skills
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