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Customer Success Manager

Customer Success Manager

ExtraHopSaudi Arabia
29 منذ أيام
الوصف الوظيفي

Duties and Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Technical Customer Success Manager, you will play a leading role in accomplishing the following goals :

  • Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.
  • Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services.
  • Engage ExtraHop end-users to provide targeted assistance and enablement.
  • Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training.
  • Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop.
  • Assess and document customer health and maturity levels to improve customer engagement strategy.
  • Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community.
  • Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities.
  • Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations.
  • Champion customer needs and opportunities for product enhancement with ExtraHop development teams.
  • Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations.
  • Promote customers' use of our community platform and self-service capabilities.
  • Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders.
  • Recognize organic opportunities for expansion / growth and engage the Sales team to pursue.
  • Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers.
  • Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product, and Support.

Required Qualifications and Experience

We’re looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background :

  • Four-year college degree, preferably in a technical field such as management information systems or information technology.
  • Effective communication skills, both verbal and written.
  • Ability to multitask in a fast-paced environment.
  • Excellent attention to detail.
  • Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.
  • Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., TNS TDS, CIFS, NFS, and DNS).
  • Experience with project management is a plus.
  • Data interpretation experience using the ExtraHop platform is a plus.
  • Experience in Enterprise IT application or networking support is a plus.
  • Experience working with Channel Partners.
  • Proficient user of CRM or similar.
  • Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

    • The base salary for this position is between SAR 30,-50,