Customer Success Manager Role:
Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.
Are you passionate about customer success and Cybersecurity?
Key Responsibilities:
* Create and maintain knowledge base articles and user guides to assist customers effectively.
* Lead incident and crisis response initiatives by collaborating with account teams, technical support, operations, and engineering, ensuring prompt resolution and transparent communication with customers.
* Establish, manage, and oversee customer support channels, including email, chat, phone, text, social media, and on-site visits (when applicable), to discuss system performance, major concerns, upcoming updates, and other critical information.
* Partner with Marketing and Sales teams to assess customer satisfaction and gather feedback to drive business improvements.
* Build and maintain strong relationships with key customer stakeholders and decision-makers.
* Identify opportunities for upselling, cross-selling, and ensuring account renewals within existing accounts.
* Serve as the voice of the customer within the organization, coordinating with departments such as Product, Engineering, and Support to align field needs with the product roadmap and priorities.
Qualifications
* Solid understanding of Internet protocols (e.g., HTTP, SMTP, DNS, LDAP) and experience with Linux, Office 365, and G-Suite.
* Hands-on experience with email security solutions is highly desirable.
* Excellent technical presentation and communication skills, both written and verbal.
* Proven track record in customer support and engagement.
* Strong technical knowledge in messaging and Internet security principles.
* Ability to work autonomously in a fast-paced environment.
* Energetic, diligent, and adaptable team player with a proactive and organized approach.
Preferred Qualifications
* CISSP or equivalent cybersecurity certification.
* Fluency in multiple languages.
* Degree in Computer Science, Electrical Engineering, or a related field.
* Collaborative team player with a passion for continuous learning and professional growth.