Cyber Risk Management Specialist

1 month ago

Pune, Maharashtra, India Forescout Technologies Inc Full time
Unlocking Cyber Risk Management Success

At Forescout Technologies Inc, we're at the forefront of managing cyber risk. As a Customer Success Specialist, you'll play a crucial role in ensuring our customers achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions.

Key Responsibilities:
  • Establish relationships with customers across the globe through regular correspondence and meetings to understand the complexities of their environment and how Forescout's solutions can meet their business and technical objectives.
  • Establish clear retention goals and milestones for the customer to work towards.
  • Track the customer journey and proactively engage with customer to ensure product stickiness, offering remote guidance and support, using best practice, to ensure customer's objectives are achieved.
  • Assist customers as needed with setting up and navigating Forescout deployment using available documentation, guide, material and support services.
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
  • Proactively manage account escalations with the appropriate internal stakeholders.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products/services for their needs.
  • Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion.
  • Communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities.
  • Be the voice of your customers internally to keep a focus on execution, continuous improvement, and customer outcomes and success.
  • Document outcomes, risks, metrics, and customer feedback to create references for repeatable successes.
  • Partner with sales teams to identify cross-sell/upsell/expansion opportunities and mitigate loss to competition.
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives.

What You'll Bring to Forescout:
  • 2-3 years of experience in customer service or customer success position strongly preferred.
  • Some knowledge of cybersecurity products, specifically covering REM, NAC and XDR.
  • Technical knowledge of Forescout products, preferred.
  • Experience working with brand image and promoting value through customer experience.
  • Project coordination and management experience, a plus.

Desired Outcomes:
  • To Improve Onboarding / Time-to-Value for assigned accounts.
  • To Ensure successful deployment of Forescout products with great customer experience for assigned accounts.
  • Improve/sustain customer retention assigned accounts.
  • Increase ARR via upsell, cross-sell and renewals for assigned accounts.
  • Improve NPS, Customer Health Score, CSAT and Product Adoption for assigned accounts.

About Forescout:

Forescout Technologies Inc is a leader in the cybersecurity industry, with a vision to deliver automated cybersecurity across the digital terrain. Our team is passionate about making a difference in the world, and we're looking for like-minded individuals to join us on this journey. If you're a motivated and driven professional with a passion for cybersecurity, we encourage you to apply for this exciting opportunity.

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