Director, Partner Success

Description

Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multi cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.

Silverfort is a partner first company, including partners that provide Technical Support and Customer Success motions to Silverfort customers. We are seeking a skilled and detail-oriented Director, Partner Success to join our customer success team. This role will report directly to our Chief Customer Officer and you will be responsible for building a partner program to work with partners that are contractually committed to providing Success and Support to their Silverfort customers. Our goal is to ensure the partners are trained on the Silverfort platform, providing exceptional Support services, and following Customer Success best practices that are driving retention and expansion.

Responsibilities

• Manage and grow Customer Success partner program that ensures partner supported customers will renew and expand their Silverfort footprint.
• Work with our existing partners, driving retention and expansion of their customer base, and lead the Partner Success Team.
• Serve as the escalation point for partner-related issues and work closely with cross functional teams to ensure resolution.
• Analyze partner and customer data and feedback to identify patterns, trends, and opportunities for improving customer satisfaction and retention in Silverfort customers that are managed by partners.
• Partner with the Silverfort training team by identifying programs that need to be created to develop Support and Success training and partner certification programs to enable partners on best practices for retaining and growing Silverfort customers.
  
  

• Understand the partner’s organization, assess team’s support and success efficiencies, ensure teams are knowledgeable and certified on Silverfort best practices and appropriately monitoring and driving customer adoption.
• Become an expert on Silverfort in order to guide partners on Silverfort and how to drive success within their customer base.
• Collaborates with cross-functional teams to ensure optimal customer experience
  
  

• Proven experience 5+ working in a Partner Success role, preferably within the cybersecurity or software industry.
• Experience managing a team
• Knowledge and hands-on experience with customer success platforms and Saleforce.com as you will be enabling partners on how to leverage our CSM platform within their customers.
• Strong analytical skills and ability to leverage data to drive insights and make data driven decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate and build relationships with cross-functional teams.
• Ability to work independently and manage multiple projects and priorities in a fast-paced environment.
• Familiarity with cybersecurity concepts and industry trends is a plus
• Ability to work Monday- Friday - an advantage