Leads post-sales customer success and strategic project delivery from RFx through final acceptance. Manages implementation, adoption, renewals, customer health, revenue realization, risk mitigation, and expansion opportunities. Coordinates Sales, Support, Product, Operations, and Engineering teams; serves as the customer focal point; leads onboarding and business reviews; and ensures successful handoff to post-sale support.
Description
Customer Success Manager (CSM)
Customer Success Manager leading strategic projects planning and implementation, from RFx phase to Final acceptance (ATP), is the linchpin of the post-sales customer relationship, ensuring the highest Customer satisfaction with maximum commercial achievements to Allot while at the same time acts as a strategic partner who guides clients after a sale to ensure they achieve their business goals, realize maximum value from a product or service, remain loyal to the company and expand their investment over time.
Business Focus Areas
- Successful Project Implementation and revenue recognition
- Adoption
- Retention
- Maintenance Renewals
- Customer value realization
Description
- Planning and leading all project life cycle stages
- Responsible for the Project risk analysis and mitigation plan
- Acting as the Focal Point of Contact for the companies various departments for all project issues
- Coordinate and lead project related meetings – Internal and Customer facing
- Work closely with the various Account and Sales teams, supporting main business processes
- leading the project delivery to successful customer acceptance (ATP)
- Responsible for a smooth transition / hand over to the Post-Sale group within Customer Support department
Key Responsibilities and Skill Definition
- Drive product adoption and usage across customer organizations
- Identify renewal risks and develop mitigation plans
- Support expansion opportunities and sales in partnership with Sales
- Renewal rate
- Act as the voice of the customer within the company
- Understand customer business objectives and success criteria
- Monitor customer health
- Data analysis and reporting
- Lead onboarding, project delivery success planning, and regular operations reviews
- Build trusted relationships with customer stakeholders
- Coordinate internal teams (Support, Product Management, Operations, Engineering) to resolve product issues and drive customer health, satisfaction, and value realization
- Revenue assurance
- Problem-solving and stakeholder management
- Customer relationship Management
- Project/Program management from Purchase Order to Final Execution
- Technical educational background MUST, technical degree in Engineering or Computer Science desirable
- Experience of 10+ years in Large/ medium Project Management and Customer Success Management being accountable for customer health and revenue realization, bid management, direct work with customers in the Telecom sector MUST
- Strong background in Service Provider & Mobile Operator environments and needs MUST
- Strong presentation skills and customer relations
- Proven experience working in a Matrix organizational structure
- Excellent communication and personal relationship skills
- PMP/PMI or equivalent an advantage
- MBA or equivalent is highly desirable
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