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Cybersecurity Customer Success Specialist

1 month ago

Richmond, Virginia, United States Cyber Resource Full time
Job Summary

We are seeking a highly skilled and detail-oriented Security Customer Success Specialist to join our Cyber Resource team. In this role, you will act as a bridge between our security solutions and customers, ensuring they derive maximum value from our products.

Key Responsibilities:
  • Customer Engagement: Engage with customers to understand their needs, challenges, and goals regarding our security solutions.
  • Account Management: Monitor customer accounts to assess health metrics, usage patterns, and potential areas for improvement or risk.
  • Analysis and Reporting: Analyze customer data to identify trends, insights, and opportunities for upselling or cross-selling security products and services.
  • Problem Resolution: Address customer inquiries and concerns regarding security products, working closely with technical teams to provide timely resolutions.
  • Training and Support: Develop and deliver training materials and sessions to help customers effectively use our security solutions.
  • Feedback Loop: Collect and document customer feedback to relay to product and development teams for continuous improvement of our security offerings.
  • Best Practices: Share industry best practices and security insights with customers to help them enhance their security posture.
  • Collaboration: Collaborate with sales, marketing, and product teams to ensure alignment on customer needs and satisfaction initiatives.
Requirements:
  • Experience in customer success, account management, or a related role in the technology or cybersecurity industry.
  • Strong understanding of cybersecurity concepts, practices, and products.
  • Proficient in data analysis and reporting tools; experience with CRM systems is advantageous.
  • Excellent verbal and written communication skills; ability to convey complex security concepts in a clear and relatable manner.
  • Strong analytical and problem-solving skills with a proactive approach to identifying and addressing customer issues.
  • Prioritization of customer success and a commitment to delivering exceptional service.
Questions:

Please note that the following questions are required to be answered:

  • Do you attest to the fact that your candidate will physically reside within the US for the duration of the engagement?
  • Is your candidate able to be hired directly by the agency without sponsorship?
  • Is your candidate able to attend monthly onsite meetings in Richmond, VA?