Customer Success Advisor

Your Impact:

As a Customer Success Advisor (CSA), you are a critical part of the Customer Success Organization reporting to the Director of Customer Success. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes. The results of your efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Illumio across their organization.

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to partner with all teams within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO) to drive a strategic roadmap for your customers will be vital to your success.

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

• Renewals - tie adoption health to renewal and ensure that value is being delivered. You will be expected to forecast your upcoming renewals whilst managing the process from start to finish.

• Expansion - partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio. Identify growth opportunities in your portfolio of accounts to improve NRR (Net Retention Rate) for the company.

• Establish 'trusted advisor' relationships with the executive stakeholders and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor.

• Establish, confirm, and document the 'definition of success' with the customers executive sponsors through quarterly ‘Executive Business Reviews’.

• Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes.

• Monitor the Adoption Health across all accounts within your portfolio.

• Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.

• Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully orchestrate their delivery.

• Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.

Your Toolkit:

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role

• Ideally you will have worked within the Cyber Security or Enterprise SaaS space

• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the platform

• Excellent communication skills verbal, written and presentation

• Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment

• Bilingual proficiency in Mandarin Chinese and English, with the ability to support local customers and partners effectively