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We are staffing a full time (REMOTE) position as a Customer Success Engineering Leader for a Cyber Threat Intelligence SAAS Company. Although this is a remote position, candidate must be US Based and will be required to attend quarterly meetings.
Duties include:
This person will be the first Customer Success hire for our organization. In this role, you will start out as an individual contributor, working closely with our sales team, to take ownership of the Post Sales Process and build out and formalize the Customer Success Function (including onboarding, training, product adoption, relationship building, retention, renewals, and maintaining our high level of customer satisfaction!). This person will also act as a first responder, fielding basic technical customer questions, and escalate to the product engineering team as appropriate. Once goals are met, you will start to build out and lead the Customer Success team, into a high-quality performing team. This person should be comfortable as a player-coach.
- Building out and Formalizing the Customer Success Function as the first hire on our Customer Success Team
- Onboarding Process
- Customer Training
- Customer Product Adoption
- Renewals
- Retention
- Customer Relationship Building, Communications, & Customer Success Campaigns & Initiatives
- Ensuring high levels of Customer success & Retention
- Serve as a First Responder, fielding Customer questions, including technical questions
- Build out, grow, and mentor a high performing Customer Success Team
- Provide Customer Feedback to Engineering, Product and Sales team as appropriate to improve products, discover new revenue streams, new ways products can be used, and improve sales messaging
Requirements include:
- Experience in a Customer Success, or Technical Account Management / Post sales role working for a SaaS cyber security company.
- Prior experience in Technical Support, Security Engineering, Network Engineering, Network Administration, Data Security or Data Engineering earlier.
- Solid CRM and Workflow Management experience (Salesforce, Monday.com, etc)
- Experience working in a small, fast paced, fast-growing company (Start-up experience is preferred)
- A passion for cyber, threat intelligence, and helping stop and protect against the bad guys!
- Experience working with SaaS Cyber technologies and API’s / Data Feeds
- High level of ethics and integrity
- A great sense of humor
- Self-starter, proactive, innovative, comfortable being an individual contributor and a leader
- Exceptional Communication and collaboration skills
- Exceptional relationship building skills
- A natural Problem Solver
This company provides a unique Cybersecurity Platform that is focused around Cyber Threat Intelligence and Fraud Detection. The platform has been highly acclaimed as one of the top solutions available within the Cybersecurity Industry. They are a Debt-free highly profitable, and a small and agile company, that is committed to continuously growing and improving their offerings. They are a private company, have grown organically, focus on always doing the right thing, valuing Ethics and Integrity.
Compensation includes an excellent base salary, bonus, commission, 100% company paid benefits, and a 401K match!
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