Customer Success Manager

Website ControlScan, Inc

ControlScan is a recognized leader in cybersecurity, helping businesses everywhere secure their IT networks and protect payment card data. Our “We’ve Got Your Back” brand promise inspires an internal culture of customer-centric teamwork, empowered employees, spirited collaboration, and a place where folks enjoy coming to work every day. Join us and learn why more than 1.7 million businesses—including retailers, restaurants, hotels, healthcare providers and educational institutions—have benefitted from our managed security and compliance solutions.

Position Description:

ControlScan is a recognized leader in cybersecurity, helping businesses everywhere secure their IT networks and protect payment card data. Our “We’ve Got Your Back” brand promise inspires an internal culture of customer-centric teamwork, empowered employees, spirited collaboration, and a place where folks enjoy coming to work every day. Join us and learn why more than 1.7 million businesses—including retailers, restaurants, hotels, healthcare providers and educational institutions—have benefitted from our managed security and compliance solutions.

Position Description:

ControlScan is currently seeking an experienced Customer Success Manager (CSM) to work with our large partners in the payments industry. The CSM will play a key role in the discovery and gathering of our partners’ business needs regarding security and compliance programs. The primary focus of the position is to ensure that we are planning and executing on their program based on goals of the Partner and ControlScan. The CSM provides high levels of customer adoption and satisfaction both from the Partner and their merchants. This CSM role has no people management.

On an ongoing basis, the CSM will balance the day-to-day support of customer security programs with efforts to identify process innovations and program enhancements that drive success across the ControlScan customer base. The ideal candidate is operationally focused with a strong technical interest and acumen. This position will interact with upper management both internally and externally.

What this Role Is Not: (Please read the 4 bullets below before applying)

  • Not a management position – you will manage the process and your customer base
  • Not a technical position – if you enjoy working in the IT field writing code, resolving technical problems for your customers, this is not the job for you!!! The CSM will assist with technical questions, however, he/she will be working with our development team to take care of those needs.
  • Not a training role – if your desire is to train and build processes, this would not be the role for you. The CSMs do training to their customer base ONLY.
  • Not a sales role – if you are looking for a position where you sell, this is not going to be the role for you. This role identifies opportunities for products, but does not get involved with the actual sales of the product.

Responsibilities include:

  • Owning security and compliance programs from the ControlScan standpoint, acting as a primary point-of-contact/accountability with our partners.
  • Collaborating with partner and with internal resources to establish a specific implementation plan and then ensuring efficient and timely execution of the plan.
  • Managing the details of the program (implementation tasks, reporting, billing, key metrics, etc.), particularly around commitments made to the partners.
  • Enabling and refining processes to provide highest levels of service delivery.
  • Monitoring and managing the overall day-to-day delivery of services as an advocate for the customer.
  • Analyzing, identifying and communicating recommendations effectively (technical and non-technical) to improve our customers’ experiences both from a security and performance perspective.
  • Becoming the trusted advisor that our customers will turn to when they need help with a strategic security and/or compliance issue.
  • Resolving customer issues quickly by mobilizing appropriate resources from across the organization.
  • Bringing feedback and knowledge from customers and their use of our products/services back into the company to improve our products, marketing and sales.
  • Becoming an expert in the real-world use of ControlScan products and services and displaying that expertise during demonstrations and presentations to partners, prospects, and customers.
  • Measuring overall progress and success through customer renewals, reduced customer churn, improved customer satisfaction rates, and reporting on metrics regularly.

 Qualifications & Skills:

  • College degree required (B.A. or B.S.)
  • 3+ years of technology implementation, management consulting or security account management experience
  • Passionate about customer service experience, strong problem solving, and analytical skills
  • Knowledge of CRM (e.g., SalesForce.com) and Microsoft Office
  • Creative, resourceful, detail-oriented, highly organized
  • Able to work independently and is self-driven
  • Capable of prioritizing assignments based on changing organizational requirements
  • Must successfully pass a background check

 Our Perks:

  • Work/life balance
  • Competitive health care and 401(k) benefits, including a company match
  • Paid time off and nine paid holidays
  • Casual dress code
  • Opportunities for continuous learning and development
  • Company-sponsored membership to TAG (Technology Association of Georgia)
  • Generous employee referral bonus program
  • Free, all-you-can-drink Dunkin Donuts and Starbucks coffee
  • On-site cafe
  • On-site fitness center
  • Short walk or bike ride to Big Creek Greenway
If you are interested in being considered for this opportunity, please send your resume and salary requirements to careers@controlscan.com.

To apply for this job email your details to careers@controlscan.com