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In this role, you will leverage your 2-5 years of customer-facing experience, with a preference for B2B SaaS industry knowledge, to proactively engage with customers.

Every day, you will be responsible for ensuring customer success by inspecting adoption issues, driving renewal cycles, and effectively addressing escalations.

To thrive in this role, you must possess exceptional time management and communication skills, as well as the ability to build strong relationships across various teams, while also demonstrating a proactive problem-solving approach.

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—our NPS score is 87, our CSat is 4.8/5 and rising. We do everything we can to make our clients successful.

Key Responsibilities:

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

• Renewals – drive customer renewal cycles and ensure that value is being delivered such that customers can quantify and justify renewing their investment with Illumio

• Escalations – document, evaluate, and response to customer issues, working with cross-functional team to solve complex technical and interpersonal problems

• Onboard – Transition customers from pre-sale cycles to deploying Illumio technology

• Executive meetings – schedule and hold executive business reviews (EBRs) with key stakeholders to evaluate project progress and future alignment

• Expand – work with sales organization to expand Illumio footprint and value within portfolio

• Position and scope the right services offerings to your customers based on their needs and level of adoption maturity

• Monitor Customer Health across portfolio and engage with help and Illumio resources for accounts that have areas for growth

• Identify areas of risk, ensure all stakeholders are aware, and drive mitigation plans.

• Help document customer success stories and best practices for internal and external

• Build strong relationships with sales, professional services, support, product management, engineering, and office of the CTO to empower customers with Illumio personal Identity and automate areas for improvement in implementation and internal process to enable greater scale for individual and team portfolios

• Adherence to quarter end deadlines, weekly tasks, and organizational goals

• Occasional travel to company headquarters and customer sites may be required

Experience:

• 2-5 years in customer-facing role; experience in B2B SaaS industry is a plus

• Customer relationship experience and autonomy to execute customer engagements

• Win-win problem solving and consensus-building approach within cross-functional teams

• Proactive identification and communication of critical decision points, issues, and resolution

• Escalation mitigation and contract renewal experience

• Familiarity with small-to-medium business challenges and adoption processes

• Exceptional time management, written and verbal communication skills

• Self-starter with aptitude to learn and grow

• Effective at building and maintaining internal and external relationships

• Graduate degree in Business, IT, or another related field is a plus

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:

$ 114,000.00 USD - $ 137,000.00 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-CW1 #LI-REMOTE