Customer Success Manager II - SLED

As a member of our Customer Success team you’ll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting growing company. At ExtraHop we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us you’ll deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team great customers and a product that customers love.

Key Responsibilities

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.

• Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services.

• Engage ExtraHop end-users to provide targeted assistance and enablement.

• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training.

• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop.

• Assess and document customer health and maturity levels to improve customer engagement strategy.

• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community.

• Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities.

• Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations.

• Champion customer needs and opportunities for product enhancement with ExtraHop development teams.

• Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations.

• Promote customers' use of our community platform and self-service capabilities.

• Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders.

• Recognize organic opportunities for expansion/growth and engage the Sales team to pursue.

• Host and conduct recurring customer meetings working sessions and Business Reviews with customers.

• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales Marketing Product and Support.

Required Qualifications

• Four-year college degree preferably in a technical field such as management information systems or information technology.

Skills and Competencies

• Work cooperatively with others within the organization and other cross-functional stakeholders.

• Work well in fast-paced high-stress environments.

• Has predictable reliable attendance.

• Effective communication skills both verbal and written.

• Excellent attention to detail.

• Demonstrated ability to work flexibly both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.

• Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP TNS TDS CIFS NFS and DNS).

• Experience with project management is a plus.

• Data interpretation experience using the ExtraHop platform is a plus.

• Experience in Enterprise IT application or networking support is a plus.

• Experience working with Channel Partners.

• Proficient user of Salesforce.com CRM or similar.

• Intermediate-level skills with Microsoft Excel familiar with formulas and basic data manipulation & analysis.