Digital Transformation Security Operations Specialist

7 days ago

Bengaluru, Karnataka, India NetEnrich Full time

About Netenrich:

Empowering organizations to fortify their security and digital operations, ensuring seamless functioning and risk mitigation.

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

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 seeking an experienced Customer Success Manager (CSM) / Senior CSM to guide customers through their Security Operations transformation journey.

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

Key Responsibilities:

  • 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.
  • 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.

Requirements:

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

$120,000 - $150,000 per year

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