Customer Success Advisor

What We Are About:

Do you believe that art and craft of sales can be practiced as professionally as medicine or law? At Illumio we believe that sales is a noble profession and have set ourselves to the task of becoming great at what we do because the stakes are high. Every day we interact with thought leaders from security, networking, and operations teams who want to learn how to segment their systems in a better way. For our prospects, their reputation in the marketplace, and in many cases, their stock price is tied to how well they maintain the trust of their customers. They work under constant vigilance from their auditors and regulators – careers and reputations are always at stake.

Against this backdrop, we are the conduit for Illumio’s substantial expertise and experience in delivering the largest and most successful micro-segmentation deployments in the world. Our partners need your best communication, organizational, Technical and inter-personal skills to connect them to the information, tools, and resources to assist them on their buyers’ journey. You will face larger and more established competitors every day. But if you like to win – to lead customers toward a bright future, and exceed their expectations, we will equip you with unique insights, tools, and systems that will help you reach new levels of professional accomplishment.

What You Will Accomplish:

  • As a Customer Success Advisor (CSA), you are a critical part of the Customer Success Organization reporting to the Head of Customer Success. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes. The results of a CSA's efforts should lead to healthy, adopted, referenceable customers that achieved value based outcomes and are eager to expand their use of Illumio across their organization. 

  • The CSA will need to develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to partner with all team within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO, etc) to drive a strategic roadmap for your customers will be vital to your success. 

  • Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform

  • Renewals - tie adoption health to renewal and ensure that value is being delivered such that customers can quantify and justify renewing their investment with Illumio 

  • Expansion - partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio 

  • Establish “trusted advisor” relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor.

  • Conduct a commercial teaching conversation with customers to provide the best products and services that will yield them the highest value

  • Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes

  • Partner with sales organization to bring relevant success stories forward and help prospects understand the “art of the possible”

  • Lead design and architecture efforts to ensure that the right solution is being put in place for a customer and that best practice recommendations are being brought forward in a thoughtful manner

  • Position and scope the right services offerings to your customers based on their needs and level of adoption maturity

  • Monitor the Adoption Health across all accounts within your portfolio and generate a quarterly improvement plan to drive adoption score increases

  • Marshall the support of a cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.

  • Drive higher customer satisfaction across your portfolio as evident by the average NPS score for the portfolio that will be inspected quarterly

  • Establish, confirm and document the “definition of success” with the customer executive sponsor. Constantly update the roadmap to reflect current state.

  • Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully position delivery within the project.

  • Host internal and customer-facing kickoff meetings and establish expectations and obtain necessary resources and support for this project

  • Advise and consult on best-practices, lessons learned, and strategies that will provide maximum benefit to our customers as they adopt our adaptive security platform

  • Identify expansion opportunities for Illumio and position our technology favorably

  • Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository

  • Assume ownership for the accounts beyond implementation and host at least quarterly business reviews (QBR) with customers to ensure consistent touch with Executive Sponsors, Champions, and other key stakeholders within the portfolio

Who We Are

Illumio enables organizations to realize a future without high-profile breaches by providing visibility, segmentation, and control of all network communications across any data center or cloud. Founded in 2013, the world’s largest enterprises, including Morgan Stanley, BNP Paribas, Salesforce, and Oracle NetSuite, trust Illumio to reduce cyber risk. For more information, visit www.illumio.com/what-we-do.


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