Customer Success Manager
Company: ThreatConnect, Inc.
Location: Arlington
Posted on: May 16, 2022
Job Description:
Job DescriptionCompany BackgroundThreatConnect, Inc. provides
cybersecurity software that reduces complexity for everyone, makes
decision-making easy by turning intelligence into action, and
integrates processes and technologies to continually strengthen
defenses and drive down risk. Designed by analysts but built for
the entire team (security leadership, risk, security operations,
threat intelligence, and incident response), ThreatConnects
decision and operational support platform is the only solution
available today with cyber risk quantification, intelligence,
automation, analytics, and workflows in one. To learn more, please
visit www.threatconnect.com.We offer a competitive benefits package
with comprehensive insurance coverage, unlimited paid time off, and
unique perks designed to help you meet your financial and personal
goals.We are committed to offering an employment experience and
benefits package that enables you and your family to grow with us
and to share in our success. We love to recognize our employees who
have gone above and beyond, and offer incentives like quarterly
awards, an employee bonus and referral program, and team-building
outings.Job DescriptionWere looking for a Customer Success Manager
(CSM) that can hit the ground running in a fast-paced, quickly
evolving environment. They are responsible for fostering deep
relationships with their customers, understanding their business
and needs, and delivering solutions to meet their challenges. The
right candidate will bring deep knowledge of the ThreatConnect
customer journey, related technologies will bring deep knowledge of
deployments to drive mutual success. CSMs are the most elite role
in ThreatConnects customer support organization, with advanced
problem solving, account management, and customer interaction
skills. CSMs are the driving force that empowers customers to
become powerful players in the threat intelligence, SOAR, and Risk
space.About YouYou think of the user first. This is a
customer-facing role that sets you as the advocate for multiple
customers. You enjoy interfacing with customers and make sure
executive teams understand the value ThreatConnect brings to their
organization.You love solving problems. Helping customers develop
new and exciting ways for the various applications in their
environment to work together, even when out-of-the-box solutions
arent present.You are collaborative. You're a team player who puts
the interest of the team above your own. You display a positive
attitude, are open, and enjoy contributing.Youre a natural leader.
No matter where you find yourself, others tend to gather around
you, leading to encouragement and mentoring.In this role, youll get
to...
- Build strong customer relationships with key stakeholders
through consistent account review and outreach. Act as their
trusted advisor
- Grow existing business by identifying cross-sell and upsell
opportunities when there is alignment with ThreatConnect products
and services that help customers achieve their desired
outcomes
- Identify customer challenges and proactively suggest better
solutions and strategies
- Detect and respond to key stakeholder changes within each
customer
- Support onboarding of new contacts with consultation and best
practices
- Ensure product and new feature adoption through customer
communication and training
- Coach customers to become product experts to drive
self-sufficiency
- Capture customer experience and product feedback for the
company
- Solicit customer references and case studies
- Contribute to the development of playbooks and tools used to
drive customer engagement
- Meet or exceed customer retention and expansion goals1-3-6-12
Month PlanOn day one well expect you to
- Get onboarded and train with your supervisor
- Get acclimated to the role
- Understand CS SOPs and identify the whos who of ThreatConnect
over each organization
- Understand why customers choose ThreatConnect and the value
propositionAt 3 months well expect you to
- Understand the ThreatConnect platform at an executive and
analyst level
- Drive enterprise customer lifecycle journeys as an assigned
CSM
- Completely demonstrate the value of ThreatConnectAt 6 months
well expect you to
- Take additional ownership of key ThreatConnect accounts from a
customer success perspective
- Deliver business reviews to customer stakeholders
- Drive time to value for enterprise customer onboardingsAt 12
months well expect you to
- Successfully drive value plans for customers leading to revenue
retainment and growthAbout the Team
- We are a team-oriented group - if one fails, we all fail
- We all make decisions as a team
- The team is globally remoteRequirementsRequired Qualifications
- 3+ years of experience as a Customer Success Manager in the
cybersecurity industry
- Bachelor's Degree or Masters Degree in Computer Science or
related discipline OR equivalent experience
- Strong leadership skills with the ability to prioritize and
execute in a methodical and disciplined manner
- Excellent communication and presentation skills with the
ability to present to a variety of external audiences, including
being able to interact with Senior Executives
- Exceptional written communication. This role requires an
ability to understand and articulate both the business benefits
(value proposition) and technical advantages of ThreatConnect
products and solutions
- Ability to map customer processes and structure into
ThreatConnect capabilities/data modeling
- Drive elimination of any customer or internal bottlenecks
impeding problem resolution
- Develop an ongoing relationship with customers and become their
advocate
- Provide proactive guidance and encourage adoption of new
product releases
- Manage the status and internal and customer communications of
service requests, product requests, defects, customer project
plans, etc.
- Must be a self-motivated team player with a positive
attitude
- Comfortable with some travel Desired Qualifications
- Excellent customer service orientation
- Strong analytic and problem-solving skills
- Diplomacy, tact, and poise under pressure. Ability to engage
senior-level executives and establish credibility
- Strong project management and time management skills
- Understanding of SaaS and customer journeys
- Bilingual - Spanish-speaking preferred BenefitsWork-Life
Balance:
- Unlimited Paid Time Off (PTO)
- Employee recognition program with quarterly awards
- Employee referral program
- Military leave options available
- Education reimbursement program for job-related college courses
and professional training
- Quarterly events with your geographic team
- Annual company partyMedical:
- MEDICAL PREMIUMS FOR INDIVIDUALS AND FAMILIES ARE 100%
COVERED
- Prescription drug coverage
- Dental coverage
- Vision coverage
- Company-paid short term and long term disability
- Company-paid insurance and AD&D coverage
- Pet InsuranceFinancial:
- 401K retirement savings plan with company matching program up
to 6%
- Health Savings Account
- Flexible Spending Accounts (medical, dependent care, transit
and parking)
- Cell phone stipend
- Paid Parental Leave
- Paid Bereavement LeaveResearch shows that while men apply to
jobs when they meet about 60% of job criteria, women and
individuals from marginalized groups tend to apply only when they
check every box. If you think you have what it takes but youre not
sure that you check every box, apply anyway!
Keywords: ThreatConnect, Inc., Arlington , Customer Success Manager, Executive , Arlington, Virginia
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