About the role
ROLE SUMMARY
Sophos is seeking a proactive and motivated Scale Customer Success Associate to drive value to our "tech-touch" customer experience for a large number of customers in EMEA. In this role, you'll deliver strategic customer engagement through 1:1and 1:many communications, connecting our customers to value while driving usage of the Sophos suite of products.
You'll play a key part in onboarding and adoption, ensuring customers are set up for long-term success, renewal, and growth. You will also support customer escalations – facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.
What You Will Do
- Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars.
- Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle.
- Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities.
- Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive.
- Conduct effective and engaging customer calls and webinars.
- Manage and prioritize a high volume of daily tasks.
- Collaborate cross-functionally with Renewals, Sales, Product, and CS teams.
- Monitor customer health indicators to identify engagement opportunities and risk signals.
What You Will Bring
- Experience in customer success, customer support, sales, or customer marketing.
- Exceptional ability to communicate and foster positive business relationships; comfortable being accountable for driving success with customers.
- Ability to produce and deliver compelling customer materials to drive business objectives.
- Excellent organizational skills and ability to establish milestones and keep project plans on task.
- Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
- Fluent written and spoken English and German required.
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What does remote mean at Sophos? Sophos supports flexible ways of working, with many roles offered remotely and others working in a hybrid model. For remote roles, you may work remotely within the location specified in the job posting. Candidates must reside in and be authorized to work in that location. Our teams collaborate across locations and time zones, using technology to stay connected and deliver results.
Our Commitment To You
Sophos welcomes applicants with diverse experiences, perspectives, and backgrounds. We believe great ideas come from different ways of thinking, and we are committed to building a workplace where people can contribute, grow, and succeed.
We evaluate all candidates based on job-related skills, qualifications, and experience, and are committed to providing equal employment opportunities consistent with applicable laws and regulations.
If you require a reasonable accommodation during any stage of the recruitment process, please contact hiring@sophos.com. Any information shared will be used only for the purpose of evaluating and providing the requested accommodation.