NetEnrich - Manager/Senior Manager - Customer Success - Cyber Security

3 weeks ago

Hyderabad, India NetEnrich Full time

About Netenrich:

- Netenrich empowers organizations to strengthen their security and digital operations, ensuring smooth functioning and risk mitigation.

- Their Resolution Intelligence CloudTM is a cloud-native data analytics platform built for businesses and service providers seeking highly scalable, multi-tenant security operations and/or digital operations management.

- By transforming security and operations data into actionable intelligence, Netenrich helps over 3,000 customers and managed service providers achieve secure operations at scale.

About the Role:

- We are searching for a passionate and experienced Customer Success Manager (CSM) / Senior CSM to join our thriving team and guide customers through their Security Operations transformation journey.

- This high-profile position demands exceptional communication and interpersonal skills, along with the ability to multi-task, prioritize effectively in a fast-paced environment, and collaborate seamlessly across all organizational levels.

- Prior Customer Success experience is highly Account Management: Proactively manage customer relationships to secure renewals, cultivate advocacy, and facilitate expansion opportunities alongside the sales team.

- Drive Product Adoption & Demonstrate Business Value: Champion the adoption of Netenrich solutions within your assigned customer base and assist them in realizing tangible business benefits.

- Product & Domain Expertise: Possess a strong understanding of Netenrich's solutions and function as a trusted advisor to your customers.

- This encompasses basic technical knowledge to grasp the platform's architecture and the ability to analyze and interpret underlying business data.

- Customer Satisfaction & Risk Management: Maintain exceptional customer satisfaction and act as the primary point of contact for managing risks and effectively resolving escalations.

- Customer Advocacy: Gather customer feedback regarding products and use cases, channeling it effectively to drive product advancements.

- Customer Onboarding: Guide customers through deployment planning, recommend best practices for implementation, and proactively manage risks to ensure a smooth and agile rollout of the 5-7 years of experience in Security Operations, ideally involving driving adoption of a technical platform or solution for SaaS customers.

- 5+ years of experience in an enterprise CSM role, with a minimum of 5 years supporting enterprise security SaaS products.

- Mandatatory experience with technical skills in SIEM/SOAR/MDR solutions.

- Proven ability to build and maintain long-lasting relationships with executives (including CISOs and CIOs) at F500 companies, alongside a track record of delivering a remarkable customer experience (demonstrated through achieved health scores, account retention/growth rates, and percentage of reference-able customers).

- Action-oriented with the ability to assess and integrate inputs across various functions (Support, Product, Engineering) and convert them into a scalable solution and clear customer narrative.

- Strong soft skills focused on developing and retaining customer trust, effectively de-escalating issues, and transforming escalations into positive experiences through high-quality responses.

- Excellent analytical and organizational skills with the ability to assess and review the customer's financial return on investment (ROI).

- Strong written, spoken, and presentation skills, allowing you to communicate effectively with all levels of the organization, both internally and externally.

- Demonstrated proficiency in introducing and reviewing new product features, best practices, and following up with customers to drive desired platform adoption/usage.

- Strong technical troubleshooting skills (ideally with prior Support or SE experience) and the 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 solutions.

- Expertise in utilizing case management systems and CRMs (e.g., Salesforce / Jira)

(ref:iimjobs.com)

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