Sr. Customer Solutions Manager (Central or Southeastern US)

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:   

The Sr. Customer Solution Manager (CSM)’s primary function is to accelerate customers’ time to value by guiding the customer on their identity solutions, secure payments, and digital security journey. The Sr. CSM will support customers through digital transformation and improve their end-to-end experience.  A CSM engagement will vary based on where the customer is at in their Entrust journey.  As a pivotal part of a core Account Team, Sr. CSMs will ensure that all Entrust teams are working together effectively and efficiently to deliver outcomes for the customer.
 

Responsibilities: 

Act as customer advisor and guide Entrust named accounts on their identity solutions, secure payments, and digital security journey through:

• Identifying, influencing, and aligning stakeholders on customer priorities.

• Developing a deep understanding of customer goals, priorities, and decision-making processes

• Utilizing industry expertise to align stakeholders within the customer to establish key performance indicators (KPI’s).

• Utilize tools such as value maps, program management tools (i.e., Asana) and specialist engagements such as executing on customer Proof of Concept (POC)

• Build, execute and track jointly agreed upon success plans to ensure successful renewals across internal and customer stakeholders.

• Identify customer challenges/blockers and utilize mechanisms to remove friction.

• Influence enablement strategies that support the customer’s transformation through the use of Customer Journey Assessments, governance, and training and enablement plans.

• Measure and respond to customer progress, sentiment, and signals for continuous improvement to help improve customers’ end to end experience with Entrust.

Collaborate across account teams as a customer champion and facilitator. 

• Track progress of customer initiatives and migrations to anticipate and mitigate risk.

• Lead escalation of blockers that will impact customer success.

• Maintain awareness of, and provide oversight to, all Professional Services and Partner delivery.

• Utilize and facilitate programs such as Business Reviews (QBR/XBR), NPS (Net Promoter Score), Customer Health Score, customer adoption tracking, and Account Team Goals.

Help customers accelerate their adoption of Entrust through enabling them to realize business results, as measured by the following KPIs:

• Grow Entrust usage.

• New and renewed customer commitments.

• Accelerating time to value.

Basic Qualifications  

• 7+ years' experience in enterprise IT, either as a vendor, partner, ISVs, consultant, or have prior experience working with or managing technical programs or customer success.

• Bachelor’s degree in business, engineering, computer science, or relevant field

• Existing technical certifications preferred, with ongoing expectation of continuing education and technical certification programs

• Ability to travel 30% as needed, role is remote.

• Must be able to lawfully work within the US and have unrestricted work authorization for US.

Preferred Qualifications: 

• AWS, GCP, Azure or other cloud certifications

• Certified Information Systems Security Professional (CISSP), CompTIA Security+, Certified Information Security Manager (CISM), Certified