Customer Success Manager

1 month ago

Bengaluru, India CloudSEK Full time

WHO ARE WE?

We are a bunch of super enthusiastic, passionate, and highly driven people, working to achieve a common goal We believe that work and the workplace should be joyful and always buzzing with energy

CloudSEK, one of India’s most trusted Cyber security product companies, is on a mission to build the world’s fastest and most reliable AI technology that identifies and resolves digital threats in real-time. The central proposition is leveraging Artificial Intelligence and Machine Learning to create a quick and reliable analysis and alert system that provides rapid detection across multiple internet sources, precise threat analysis, and prompt resolution with minimal human intervention.

Founded in 2015, headquartered at Singapore, we are proud to say that we’ve grown at a frenetic pace and have been able to achieve some accolades along the way, including:

  • Launch of our first product in 2016.
  • Earning our pre-series A funding in 2018.
  • Receiving multiple awards including the prestigious Excellence Award for being the Security Product Company of the Year in 2020.
  • Receiving the Series A funding from MassMutual Ventures in 2021 with a total investment of $10million.


CloudSEK’s Product Suite:


  • CloudSEK XVigil constantly maps a customer’s digital assets, identifies threats and enriches them with cyber intelligence, and then provides workflows to manage and remediate all identified threats including takedown support.
  • A powerful Attack Surface Monitoring tool that gives visibility and intelligence on customers’ attack surfaces. CloudSEK's BVigil uses a combination of Mobile, Web, Network and Encryption Scanners to map and protect known and unknown assets.
  • CloudSEK’s Contextual AI SVigil identifies software supply chain risks by monitoring Software, Cloud Services, and third-party dependencies.


ABOUT THE ROLE

We are looking for talented individuals who are passionate about making a big impact in customer success. The Customer Success expert will be responsible for delivering high quality support to meet our customers' requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent analytical and problem-solving skills, and should be able to work independently with cross-functional teams to troubleshoot and resolve complex problems.


Responsibilities:

  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
  • Develop and maintain long-term relationships with the customers
  • Forecasts and tracks client account metrics
  • Manage projects within client relationships, working to carry out client goals while meeting company goals
  • Ensure timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Monitor and analyze customer’s usage of our product, prepare reports
  • Work with the Sales team to onboard and integrate new clients and develop existing client relationships
  • Monitor customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions
  • Continual improvement of the contract and its service
  • Track process compliance


Skills and Qualifications:

  • Have at least 3+ years of relevant industry experience in client-facing roles and account management
  • Experience in presales is preferred as well
  • Been part of the Cyber security domain - Mandatory.
  • Experience with CRM software and MS Office & documentation
  • Strong verbal, written communication and problem-solving skills.
  • The ideal candidate must be analytical, adaptable, and organized with the ability to build rapport with clients
  • Good listening and presentation abilities
  • Ability to build rapport and collaborate with others within the company and externally
  • Ability to prioritize among competing tasks
  • Keen attention to detail and adherence to deadlines
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Self-motivated and able to thrive in a start-up culture

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