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Opportunities

Customer Success / Technical Program Manager at Lookout
Boston, MA, US

Lookout is an integrated endpoint-to-cloud cybersecurity company. Our mission is to secure and empower our digital future in a privacy-focused world where mobility and cloud are essential to all we do for work and play. We enable consumers and employees to protect their data, and to securely stay connected without violating their privacy and trust. Lookout is trusted by millions of consumers, the largest enterprises and government agencies, and partners such as AT&T, Verizon, Vodafone, Microsoft, Google, and Apple. Headquartered in San Francisco, Lookout has offices in Amsterdam, Boston, London, Sydney, Tokyo, Toronto and Washington, D.C.

Lookout is seeking to add a talented, results-driven, and highly motivated individual to our ever-growing organization. The Customer Success Management team is key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment with Lookout. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations and capabilities, and match these to the customer’s business goals, while also helping identify revenue opportunities. The Customer Success/Technical Program Manager serves as the business liaison between the customer and all cross-functional teams within Lookout, including our leadership, Product Management, Engineering, Sales/Renewals, Implementation Services, Technical Support, and others.

Responsibilities:

  • Manage a portfolio of up to 30 strategic, enterprise accounts throughout their lifecycle with Lookout.
  • Build strong customer relationships by engaging early as the customer transitions from POV to deployment. Work with customer, Lookout Implementation Services, and Lookout account teams to define project plans, success plans, and strategy to meet customer’s objectives. Guide the customer through the implementation and deployment phases, delivering use cases and value, leading them to an operationalized state.
  • Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction, and driving adoption and value for growth and reference-ability.
  • Deliver quarterly executive level briefings to each customer, articulating value and aligning with customer objectives.
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting internally to Lookout account teams, Lookout leadership, and externally to account champions and executives.
  • Understand customer product issues and feature requests to represent the appropriate priority and voice of the customer to the Lookout product team.
  • Establish regular cadence (weekly, monthly, quarterly) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status.
  • Leverage Salesforce to track account activity, health score, risk, and other critical metrics.
  • Maintain current functional and technical knowledge of the Lookout platform and future products.

Minimum Requirements:

  • 7+ years of experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services, or client management functions.
  • 2+ years of experience as a Customer Success Manager or Technical Program Manager, ideally in a cybersecurity SaaS organization and working with large enterprise accounts.
  • Possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • Strong technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
  • Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.
  • Ability to manage multiple priorities while delivering consistent outcomes.
  • Prior experience conducting QBRs to customers and discussing pros and cons of implementing various solutions/technologies and their business value.
  • Knowledge of enterprise cloud environments, systems, and security.