Customer Success Strategist

2 weeks ago

Pune, Maharashtra, India Forescout Technologies Inc Full time
Role Overview As a Customer Success Specialist at Forescout Technologies Inc, you will play a crucial role in ensuring the successful adoption and optimization of our products and solutions by our customers. You will be responsible for establishing relationships with customers across the globe, understanding their complexities, and providing guidance and support to ensure their objectives are achieved. Key Responsibilities
  1. Establish relationships with customers through regular correspondence and meetings to understand their environment and how Forescout's solutions can meet their business and technical objectives.
  2. Establish clear retention goals and milestones for customers to work towards.
  3. Track the customer journey and proactively engage with customers to ensure product stickiness, offering remote guidance and support, using best practice, to ensure customer objectives are achieved.
  4. Assist customers as needed with setting up and navigating Forescout deployment using available documentation, guides, and support services.
  5. Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
  6. Proactively manage account escalations with the appropriate internal stakeholders.
  7. Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products/services for their needs.
  8. Ensure customers see the ROI from Forescout throughout the customer lifecycle from onboarding through to expansion.
  9. Communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities.
  10. Be the voice of customers internally to keep a focus on execution, continuous improvement, and customer outcomes and success.
  11. Document outcomes, risks, metrics, and customer feedback to create references for repeatable successes.
  12. Partner with sales teams to identify cross-sell/upsell/expansion opportunities and mitigate loss to competition.
  13. Optimize existing processes within the company and actively enhance all Customer Success initiatives.
  14. Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience.
  15. Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and values.
Requirements
  1. 2-3 years of experience in customer service or customer success position strongly preferred.
  2. Some knowledge of cybersecurity products, specifically covering REM, NAC, and XDR.
  3. Technical knowledge of Forescout products, preferred.
  4. Experience working with brand image and promoting value through customer experience.
  5. Project coordination and management experience, a plus.
Desired Outcomes
  1. To Improve Onboarding / Time-to-Value for assigned accounts.
  2. To Ensure successful deployment of Forescout products with great customer experience for assigned accounts.
  3. Improve/sustain customer retention assigned accounts.
  4. Increase ARR via upsell, cross-sell, and renewals for assigned accounts.
  5. Improve NPS, Customer Health Score, CSAT, and Product Adoption for assigned accounts.
What Forescout Offers At Forescout Technologies Inc, we are committed to delivering customer success and exceptional customer experience. As a Customer Success Specialist, you will be part of a team that values professionalism, growth, and innovation. We are proud of our competitive compensation and benefits offered. If you have a strong work ethic, are visible, and lean in, you will be recognized. We are in growth mode, and there is tons of opportunity. A positive attitude and being flexible to change go a long way here at Forescout. Want a glimpse of Life @ Forescout? Check us out on LinkedIn, Facebook, and Instagram.

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