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Customer Success Manager Redwood Shores CA
3 months ago
CUSTOMER SUCCESS MANAGER
- PLANO, TX CYBER SECURITY is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.
Imperva is a public company (NASDAQ: IMPV) and leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed.
Why Imperva?
We have experienced the following growth and achievements
Generating $321 million in 2017
We have over 5,900 customers
500 partners in 100+ countries worldwide
Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years
Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category
THE OPPORTUNITY
Do you want to build your career in one of the most innovative and growing industries within software?
Imperva is the leading cybersecurity company, based in the heart of Silicon Valley with customers across the Fortune 500.
Reporting directly to Chief Customer Officer, the Customer Success Manager will be responsible for ensuring high customer satisfaction and account success. You will develop a “trusted advisor” relationship with key account stakeholders, ensuring they see value from the product and resolving any post-implementation issues they may face. You will have a broad group of internal business relationships and work with sales, services and engineering teams to support successful adoption and time to value. Moreover, you will have an important seat at the table in meetings to bring the voice of the customer to the organization as we make key business decisions
RESPONSIBILITIES
Quarterback on-boarding projects for all Imperva products and services ensuring their successful deployment and configuration
During on-boarding process, provide training, develop account plan and ensure success of customer adoption.
On an ongoing basis, work closely with Support teams, Engineering, and Sales to advocate customer needs and drive product usage
On a periodic basis, partner with customers to review services, manage escalation, prepare and conduct accounts’ business reviews, ensure that customers have leveraged all relevant features and identify growth opportunities
Represent the voice of the customer across Imperva, managing customer surveys, sharing insights and customer stories, and defining feature requests.
Maintain in-depth understanding of company technology, products, and services.
QUALIFICATIONS
5+ years’ work experience in a customer-facing customer success, Technical Account Manager or Sales Engineer role within the web/network/information industry - IT Security and SaaS companies is an advantage
Technical knowledge of and hands-on experience with HTTP, DNS, SSL, Web Applications, load balancers, web optimization and ideally proxies and firewalls is a plus
Awareness and understanding of data and application protection regulations is a plus
Excellent communication skills, ability to build strong customer relationships and develop “trusted advisor” status
Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment
Ability to effectively coordinate multiple clients and internal stakeholders
Ability to travel occasionally as needed.
OUR COMPANY IMPERVA (NASDAQ: IMPV), is a leading provider of cyber security solutions that protect business-critical data and applications. The company’s SECURESPHERE and INCAPSULA product lines enable organizations to DISCOVER assets and vulnerabilities, PROTECT information wherever it lives – on-premises and in the cloud – and COMPLY with regulations. The Imperva APPLICATION DEFENSE CENTER, a research team comprised of some of the world’s leading experts in data and application security, continually enhance Imperva products with up-to-the minute threat intelligence, and publish reports that provide insight and guidance on the latest threats and how to mitigate them. Learn more: WWW.IMPERVA.COM, our BLOG, on TWITTER. REWARDS Imperva offers a competitive compensation package that includes base salary, medical, employee stock purchase (ESP) programs, flexible time off and more. It’s an exciting time to work in the security space. Check out our products and services at www.imperva.com and career opportunities at WWW.IMPERVA.COM/CAREERS LEGAL NOTICE Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.
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