Customer Success Manager

Description:
Our mission:
Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.
What is your mission:
As a Customer Success Manager, you will be responsible for developing customer relationships that promote the usage and adoption of the company DI solutions and support our strategic customers in their investigative missions. You will become the trusted advisor of law enforcement and intelligence organizations, working closely with them, assuring successful implementation, structured on-boarding process, and effective operation. During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal of making them successful and keeping them satisfied with the business’s products and services.
Process proposals into design documents and strive for SAT (acceptance) completion via products and solutions installations and training.
As part of their role, Customer Success Managers are responsible for creating policies and procedures that optimize the customer experience. Customer Success Managers gather feedback from their customers, study other Customer Success programs, and analyze customer data to identify and share the best practices. This knowledge is also shared internally to help provide Product Management an inside view into the consumers of their offerings.
What you'll love about your mission:

• Must know the company’s products inside and out.
• Lead customer’s journey from implementation to post business as usual.
• Help customers plan and define the best ways to utilize Cellebrite’s solutions and services to match their investigation missions.
• Lead and execute implementation and onboarding program to ensure operational readiness.
• Educating the customers on the flexibility and capabilities of Cellebrite’s solutions so customers are encouraged to continue using their services.
• Identify areas for improvement within Cellebrite’s solutions to address gaps in customer workflows.
• Build and maintain success program including KPIs definitions & measurements, capabilities development, conduct usage and success reviews (internal and with customers management).
• Gain insights & leads from the customer’s unique perspective, augment the customer experience and cultivate customer loyalty.
• Maintain frequent customer engagements for the strategic and med-high customers.
• Measure Customer Success throughout the life cycle and communicate the Voice of the Customer to all relevant stakeholders within Cellebrite.
• Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications.
• Work closely with Cellebrite’s sales/account managers to share customer issues, needs, growth opportunities, potential churn, etc.

The key requirements:

• 3–5 years' experience in program/project management/Customer Success.
• Australian citizen.
• Experience working in pre/post technical sales.
• Working with government Homeland security (H&S) or Cyber – an advantage.
• Strong analytical skills and demonstrated creative problem-solving approach.
• Customer experience practices knowledge.
• Experience working in a global environment.
• Experience working with Law enforcement and/ or Governmental Agencies – mandatory.
• Technical background in telecommunications, mobile devices, and/or IT security and networking – mandatory.
• A passion for customer experience & success.
• Fantastic interpersonal skills.
• Strong leadership skills.
• Excellent communication skills both written and oral.
• Able to work cross-functionally in a dynamic environment.
• Highly organized.
• English - Mother tongue/ Fluent, other languages – an advantage.

Requirements:
Personal Characteristics: