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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 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:
                    • 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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