Manager, Customer Solution Center

The Manager, Customer Solution Center (CSC) is responsible for the day-to-day management and delivery of exceptional customer experiences within the Customer Solution Center.

The Manager orchestrates customer visits, solution demonstrations, workshops, innovation sessions, technical experiences, and other strategic engagements. This role coordinates account teams, solution experts, product leaders, executives, content, technology, logistics, and follow-up activities to ensure each customer engagement is purposeful, personalized, and professionally executed.

The Manager serves as a trusted partner to Sales and Customer Success, helping transform customer business priorities into compelling solution experiences that demonstrate measurable value.

KEY RESPONSIBILITIES

Customer Engagement Management

• Manage the end-to-end customer engagement process from intake and planning through execution and follow-up.
• Partner with account teams to understand customer objectives, challenges, priorities, and desired outcomes.
• Design customized CSC agendas and experiences aligned with customer needs.
• Coordinate solution demonstrations, workshops, presentations, technical sessions, and interactive experiences.
• Serve as the primary CSC point of contact for customers and internal stakeholders.
• Identify and resolve risks before and during customer engagements.
• Ensure all engagements are aligned with the customer’s strategic priorities and desired outcomes.

Customer Experience

• Deliver a high-touch, personalized, and differentiated customer experience.
• Ensure demonstrations and presentations are relevant to the customer’s business priorities.
• Coordinate internal experts and presenters to ensure they understand the customer’s objectives.
• Facilitate transitions between sessions and maintain overall engagement flow.
• Anticipate customer needs and proactively address experience, technology, or logistical issues.
• Ensure the physical and digital customer experience reflects company brand and quality standards.

Solution and Content Coordination

• Work with Solutions Architecture, Product, Engineering, Marketing, and subject-matter experts to develop relevant customer experiences.
• Ensure solution demonstrations and content are accurate, current, compelling, and aligned with corporate strategy.
• Identify opportunities to personalize experiences by industry, customer segment, use case, or business challenge.
• Capture customer questions, feedback, requirements, and insights.
• Contribute to CSC playbooks, templates, demonstrations, and best practices.
• Coordinate updates to demonstrations, presentations, and customer-facing materials.

Cross-Functional Coordination

• Partner closely with Sales and Customer Success teams supporting strategic accounts.
• Coordinate executives, technical experts, product leaders, presenters, and other stakeholders.
• Manage communications, calendars, agendas, presentation materials, technology, and action items.
• Build strong relationships across internal teams to ensure seamless customer engagements.
• Facilitate pre-engagement planning and post-engagement follow-up.

Operations and Reporting

• Manage CSC schedules, room capacity, resources, technology, and logistics.
• Maintain accurate customer engagement records and relevant CRM information.
• Track engagement outcomes, customer feedback, attendance, and follow-up actions.
• Monitor CSC performance metrics and recommend improvements.
• Support budget management, vendor relationships, and technology planning.
• Ensure CSC facilities and customer-facing environments are prepared and operational.

SUCCESS MEASURES / KPIs

• Customer satisfaction
• Number and quality of customer engagements
• CSC utilization
• On-time and successful engagement delivery
• Stakeholder satisfaction
• Solution demonstration effectiveness
• Sales opportunities influenced
• Customer follow-up completion
• Customer insights captured
• Operational efficiency
• Quality and consistency of customer experience

REQUIRED QUALIFICATIONS

• Fluent in English C1 Level
• Bachelor’s degree or equivalent professional experience.
• 5+ years of experience in customer experience, solutions, sales enablement, technology, events, consulting, hospitality, or a related field.
• Experience managing complex customer engagements.
• Strong project-management and organizational skills.
• Excellent written and verbal communication skills.
• Strong presentation and facilitation capabilities.
• Comfortable working with senior customer and internal stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Experience working with cross-functional and geographically distributed teams preferred.

PREFERRED QUALIFICATIONS

• Experience in technology, SaaS, B2B, consulting, or professional services.
• Experience working in a Customer Solution Center, Innovation Center, Customer Experience Center, or similar environment.
• Experience with solution demonstrations, workshops, customer innovation sessions, or technical engagements.
• Familiarity with CRM, event-management, collaboration, and presentation technologies.
• Experience supporting global customers and international teams.

CORE COMPETENCIES

• Customer Centricity
• Solution Orientation
• Project Management
• Executive Communication
• Facilitation
• Organization and Attention to Detail
• Collaboration
• Problem Solving
• Innovation
• Operational Excellence

ROLE PHILOSOPHY

The Manager is the orchestrator of the customer solution experience, connecting the customer’s business priorities with the right people, solutions, technology, and experiences to create meaningful engagement and measurable business value.

Why Bitdefender?

At Bitdefender, you’ll be part of a mission-driven company that is shaping the future of cybersecurity. We foster a culture of innovation, ownership, and continuous learning.

You’ll have the opportunity to work with highly skilled professionals, contribute to impactful global projects, and grow your career in a fast-paced, technology-driven environment.

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