Client Outcomes Manager

Responsibilities: 

• Primary point of contact for all Installed Base sales inquiries along with training and enablement of LifeCycle 360° Installed Base Management tools 

• Outbound phone and email communications to both existing Customers and Channel Partners to support the renewal and Installed Base business (Renew, Cultivate, Refresh, Retain) 

• Drives Lifecycle Management process improvements amongst Partners and Customers 

• Recommends business solutions considering customer needs and SonicWall interests, with in ability to host solution consultation via interactive live web session 

• Utilizes installed product subscription records and reporting to drive increases in active subscribers within the Installed Base 

• Enhances and further builds relationships with existing customers based upon knowledge of SonicWall’s technology, products, and services; Leveraging cross-functional resources to achieve results 

• Development and growth of Pipeline through communication of Promotional Offerings 

• Delivers upon team values supporting Customer Success 

• Drives resolution to support healthy Customer outcomes in time of conflict/escalation 

• Sales Pipeline, Opportunity and Account Management leading to detailed and accurate forecasting 

• Liaises between Customers, Partners and the SonicWall sales organization 

• Facilitates sales information flow to regional sales teams and leaders 

• May be responsible for influencing sales behavior and capabilities among sales teams 

• Maintain documentation for all projects and initiatives involving Installed Base growth 

• Set strategic direction in Client’s use case to address business challenges via a prescriptive approach and best practices 

• Facilitate setting outcomes and measurable objectives with the Client (“success criteria”) 

• Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the product 

• Ownership for outcomes including risk management and mitigation, client's value realization and mutual success 
   

Requirements: 

• 2+ years of recent experience in Professional Services/Consulting/Customer Success  

• Strong communication skills, both written and verbal  

• Critical thinking (Ability to understand Installed Base strategy, provide consultative analysis) 

• Communication (Ability to combine complex data and analyses into actionable business plans which facilitate decision-making; Ability to engage in active listening and draw out key conclusions from colleagues, Partner and Customer relationships)  

• Proven ability to meet tight deadlines, multi-task and prioritize workload  

• Ability to manage multiple competing priorities simultaneously and drive projects to completion  

• Excellent analytical and problem-solving skills  

• Must be a self-starter with ability to follow through on projects assigned  

• Ability to learn new and developing tools  

• Strong skills in cross functional collaboration  

• Strong understanding of Salesforce.com or similar CRM platforms 

• Some travel required 5% 

Education and Experience:  

• At least 3 years of related experience with a Bachelor’s degree; or 1 year and a Master’s degree; or a PhD without experience; or equivalent work experience preferred .

Compensation varies based on location and work being performed. The starting pay range for a candidate selected for this position is generally within the range of $49,409- $76,014 which represents Total Target Compensation (Annual Base Salary + Target Sales Incentive).  The successful candidate’s actual pay will also be based on qualifications and experience, so the actual starting pay may be above or below this range.

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