Customer Success Specialist

3 months ago

Pune, India Forescout Technologies Inc Full time
What We Do Managing cyber risk, together  - As the world is becoming more and more connected so is the need for Forescout’s solutions. Forescout is at the forefront of one of the largest needs in the security space. Forescout delivers automated cybersecurity across the digital terrain, maintaining continuous alignment of customers’ security frameworks with their digital realities, including all asset types – IT, IoT, OT, IoMT. Our team is looking for individuals who have positive energy, an entrepreneurial spirt and the drive to partner with our committed team to sell the best technology and drive team success What You Will Do Here at Forescout, we are committed to delivering customer success. This is not just outcomes but also great customer experience. As a Customer Success Specialist, you will hold a customer-facing leadership role. You will own relationships with a portfolio of Forescout customers across the globe to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions. You will be a partner closely with our sales, renewals team, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction. Customer Success is our Success.A Customer Success Specialist seeks to develop a positive customer experience and fosters relationships and support brand loyalty. The job title is a mid-level management level position in the customer service department. They work alongside upper management to promote retention of customers and overall positive experience with the brand. Additionally, a Customer Success Specialist is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot. 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.  Serve as the Subject Matter Expert for information regarding the customer’s business needs and provide customer feedback to product management, sales, and marketing.  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.  Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience.  Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and values. What You Will 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.  What Forescout Offers You Managing cyber risk, together – Our technology is at the forefront of the industry, we are led by a visionary leadership team who encourages professional growth and development. We promote a diverse and inclusive culture providing for a collaborative and innovative environment where our team can make an impact on worldwide security while working on the hottest technology. We are also proud of our competitive compensation and benefits offered. If you have a strong work ethic, are visible and lean in, you will be recognized. We are in growth mode and there is tons of opportunity. A positive attitude and being flexible to change goes a long way here at Forescout Want a glimpse of Life @ Forescout? Check us out on LinkedIn, Facebook and Instagram.

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