Customer Success Executive

Job Overview:

At Threatcop Inc. the role of a Customer Success Executive (CSE) is crucial in maximizing the value our customers derive from our offerings. The CSE's primary responsibilities include driving renewals, upsells, and cross-sells, enhancing customer satisfaction, and fostering enduring relationships. By working closely with various internal teams, the CSE ensures alignment of goals and swift resolution of issues, ultimately aiming to minimize churn and boost monthly recurring revenue (MRR).

Key Responsibilities:

• Renewal/Upsell/Cross-sell - Identify opportunities and present client value propositions to drive renewals, upsells, and cross-sells to reduce churn and help in increasing monthly recurring revenue by driving training materials, and great service/product experience amongst customers
• Cross-functional Collaboration - Collaborate with various teams (Customer, VAPT, Compliance, Sales, and Accounts teams) to align project goals and enhance customer satisfaction
• Follow-up and Engagement - Regularly engage with clients to gather feedback and build strong relationships to enhance lifetime value through higher product usage, retention, satisfaction scores, and Net Promoter scores
• Customer Support & Escalations - Resolve customer issues promptly and manage escalations to ensure a positive customer experience
• Testimonials & Case Studies - Collect and compile success stories to showcase positive outcomes and client satisfaction
• Client Onboarding/Project Kickoff - Ensure a smooth and efficient onboarding process for new clients, setting the stage for long-term success
• Administrative Support - Assist the Account, Sales, and Business Development teams with information and data as needed, including preparing sheets and training materials.

Qualifications:

• Must have a B.Tech/BCA/BSc degree
• 2+ years of experience in a Customer Success role within IT Services & Consulting; experience in cybersecurity is advantageous
• Result-oriented with a focus on achieving renewal, upsell, and cross-sell targets
• Excellent communication and interpersonal skills for effective client and team engagement
• Continuous learning mindset to stay updated with the latest trends in cybersecurity.

Why You'll Enjoy Working at Threatcop:

• Get the fast learning and exciting environment of a startup, combined with the stable work and strong performance of a bigger company. There's lots of room to learn, grow, and share your ideas.
• We also provide good benefits like health insurance, a gratuity payment, and Employees' Provident Fund (a savings plan for your future).
• We are an equal opportunity employer, where everyone has a fair chance.

About Us:

Threatcop Inc. is a leading People Security Management(PSM) company and a sister concern of Kratikal.

Threatcop helps organizations reduce the impacts of cyber threats by strengthening the cybersecurity posture of employees. With a focus on reducing social engineering and email-based attacks, we transform employees from the weakest link to the strongest line of defense.

Serving over 250+ large enterprises and 600+ SMEs across 30+ countries, Threatcop assists clients in sectors such as E-commerce, Finance, BFSI, Healthcare, Manufacturing, and Telecom with clients like Axis Bank, Gail India, ONGC, MaxLife Insurance, Daman Insurance, UNICOIL, NPCI, Tata Consumer Products and many others. We are a USA-based company, headquartered in Noida with offices in Mumbai, Pune, Bangalore, Chennai, Dubai, and Riyadh.

We use the A-A-P-E (Assess, Aware, Protect, Empower) framework to deliver effective products such as TSAT, TLMS, TDMARC, and TPIR to tackle evolving cyberthreats. By focusing on preventing human error, our People Security Management (PSM) approach empowers organizations to foster a culture of cybersecurity awareness to tackle modern cyber threats.

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