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Associate Customer Success Manager
Vectra Austin, TX
Full Time 4 Months Ago
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Vectra is Hiring a Remote Associate Customer Success Manager

Associate Customer Success Manager

Overview

We are looking for a technically savvy Associate Customer Success Manager (ACSM) who possesses a strong drive for results. Duties for the ACSM will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new technology, and be able to communicate clearly and effectively. The ideal candidate should engage with customers, maximize value, and create strategies to grow our customer base.

Responsibilities

  • Manage client portfolios for a specific region/sector
  • Establish and nurture customer relationships encompassing technical and management level audience
  • Manage the onboarding process, drive product adoption while improving health score
  • Consistently execute recurring cadences (e.g., customer check-ins, monthly reports, health checks and QBRs) 
  • Conduct product demos 
  • Forecast and manage contract renewals
  • Identify and work with the Sales team to close expansion opportunities
  • Identify and assess customer issues/risks; build and execute get-well plans
  • Proactively monitor customer health and drive high levels of customer satisfaction
  • Track and monitor support ticket activity and mediate between the customer and Vectra

Requirements

  • Cyber Security or Computer Science degree
  • 2 years of work experience in a relevant technical customer-facing role and/or working with broad cross-functional teams
  • Excellent communication and interpersonal skills
  • Must be comfortable presenting and explaining technology to both technical and non-technical audience 
  • Highly organized, able to multi-task, self-driven and proactive nature
  • Customer first attitude with a passion for service
  • Demonstrable project management and leadership qualities

Pluses

  • Internship experience as a CSM for a cyber security vendor
  • CCSM or equivalent certification/training
  • Experience using CSM tools such as Totango, Gainsight, etc.
  • Strong understanding of network security technologies and concepts (firewalls, IDS/IPS, vulnerability management, penetration testing, etc.)

Job Summary

JOB TYPE

Full Time

POST DATE

11/17/2022

EXPIRATION DATE

12/13/2022

WEBSITE

vectra.ai

HEADQUARTERS

SAN JOSE, CA

SIZE

3,000 - 7,500

FOUNDED

2011

TYPE

Private

CEO

JOSEPH COOK II

REVENUE

$10M - $50M

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About Vectra

Vectra is a California-based AI platform that offers cloud security, ransomware detection, threat hunting and related solutions for sectors such as healthcare and education.

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