I have over a couple of years of experience as a Client Success Manager at Cofense. I handled one of their SaaS platform which is PhishMe. It’s a phishing simulation to train employees in preventing phishing attacks. The goal is to educate and inform staff of all types of email scams that their SEG might miss.
As a client success manager for Cofense, a huge part of my job description is onboarding new customers. This covers their journey, product usage, features, and value to their organization. This first meeting will give me insights into clients' expectations and goals. This will help me tailor-fit a strategy on how I can help reach their desired outcome. Aside from onboarding, I am responsible for doing a 60-minute product navigational tour.
Another part of my job description is ensuring they are production-ready before deploying their first simulation. Monthly health checks are a must for the 90+ clients I manage. This allows me to analyze program progress, see any inconsistencies in product usage, and help provide suggestions or recommendations to improve their program.
There’s also sending email updates, upgrades, meeting requests, editing, and preparing the board of directors and executive business report. I am responsible for showcasing the value of the products we offer. Most importantly, building a lasting and collaborative relationship.
Aside from being a Client Success Manager, I have 6 years of work experience in Customer Service, Technical Support, and Chat Support for different companies in the BPO.
