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Netenrich - Manager - Customer Success - Cyber Security Domain
3 months ago
About company:
- Netenrich boosts the effectiveness of organizations' security and digital operations so they can avoid disruption and manage risk.
- Resolution Intelligence CloudTM is our native-cloud data analytics platform for enterprises and services providers that need highly scalable, multitenant security operations and/or digital operations management.
- Resolution Intelligence Cloud transforms security and operations data into intelligence that organizations can act on before critical issues occur.
- More than 3,000 customers and managed service providers rely on Netenrich to deliver secure operations at scale.
Job Title: Customer Success Manager
Years of Experience: 7+ Years
Work Location: Hyderabad
Job Summary:
Customer Success Manager:
- Reporting to the Sr Director of Security Operations and Transformation, we are looking for an experienced and effective Customer Success Manager.
- The primary responsibility of this role is to be the to take the customers though the Security Operations transformation journey.
- This is a highly visible position, and the right candidate must have excellent communication and interpersonal skills, be able multi-task, prioritize in a fast-paced environment, and work well with all levels within the organization.
- Prior CSM experience is preferred.
Job Responsibilities:
- Account management Proactively manage client relationships to ensure renewals, reference-ability and facilitate expansion opportunities with sales teams.
- Drive Product Adoption & Demonstrate Business Value
- Drive the adoption of Zimperium's solution within the Customer's user base and assist the Customer to realize the business value.
- Product & Domain Expertise Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer.
- This includes basic technical skillset to understand architecture; being able to extract & interpret the underlying business data.
- Customer Satisfaction & Risk Management- Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations effectively.
- Customer Advocacy: Gather Customer's feedback about products, their use-cases channel them effectively to drive product capabilities.
- Customer Onboarding - Assist the Customer with deployment planning, best practices deployment approach and proactive management of risks to facilitate a smooth and agile rollout of the solution.
Requirements:
- 5 - 7 years of Security Operations experience, ideally working with SaaS customers to drive adoption of a technical platform or solution.
- 7+ years' experience in an enterprise CSM capacity, with 10+ yrs. experience in an enterprise SaaS product support environment.
- Strong experience with building and developing long-lasting executive-level relationships (including with CISO's and CIO's) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers).
- Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative.
- Soft skills oriented towards developing and retaining a customer's trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response).
- Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment.
- Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization both internally and externally.
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
- Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals.
- Previous experience with Internet and networking technologies and products, including email security products.
- Well versed with using case management systems and CRM's (e.g., SFDC / JIRA).
- Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required.
- Proven Technical abilities with SIEM/SOAR solution with additional experience of SOC Operations.
