Associate Customer Success Manager
Job Description
Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.
The Vectra Platform captures packets and logs across network, public cloud, SaaS, and identity by applying patented security-led AI to surface and prioritize threats for rapid threat response. Vectra's threat detections are powered by a deep understanding of attacker methods and problem-optimized AI algorithms. Alerts uncover attacker methods in action and are correlated across customer environments to expose real attacks. Organizations around the world rely on Vectra to see and stop threats before a breach occurs. For more information, visit www.vectra.ai.
Associate Customer Success Manager
Overview
We are looking for a technically savvy Associate Customer Success Manager (ACSM) who possesses a strong drive for results. Duties for the ACSM will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
Successful candidates must be social, analytical, possess an aptitude for learning and using new technology, and be able to communicate clearly and effectively. The ideal candidate should engage with customers, maximize value, and create strategies to grow our customer base.
Responsibilities
- Manage client portfolios for a specific region/sector
- Establish and nurture customer relationships encompassing technical and management level audience
- Manage the onboarding process, drive product adoption while improving health score
- Consistently execute recurring cadences (e.g., customer check-ins, monthly reports, health checks and QBRs)
- Conduct product demos
- Forecast and manage contract renewals
- Identify and work with the Sales team to close expansion opportunities
- Identify and assess customer issues/risks; build and execute get-well plans
- Proactively monitor customer health and drive high levels of customer satisfaction
- Track and monitor support ticket activity and mediate between the customer and Vectra
Requirements
- Cyber Security or Computer Science degree
- 2+ years of work experience in a relevant technical customer-facing role and/or working with broad cross-functional teams
- Excellent communication and interpersonal skills
- Must be comfortable presenting and explaining technology to both technical and non-technical audience
- Highly organized, able to multi-task, self-driven and proactive nature
- Customer first attitude with a passion for service
- Demonstrable project management and leadership qualities
Pluses
- Internship experience as a CSM for a cyber security vendor
- CCSM or equivalent certification/training
- Experience using CSM tools such as Totango, Gainsight, etc.
- Strong understanding of network security technologies and concepts (firewalls, IDS/IPS, vulnerability management, penetration testing, etc.)
Our product is focused on making the world a safer and fairer place. Our global benefits program ensures that Vectra puts that same focus on our employees by providing outstanding health and wellbeing support for all our people and their families across the globe.
Our programs support our people by supporting the physical, mental and overall health of everyone and their families. Our benefits plans and programs include Health Care Benefits, access to retirement benefits plans, behavioral & wellness benefits, perks and rewards as well as generous time away from work via fully paid holidays and leaves of absence.
Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Date Posted
11/16/2022
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