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About Darktrace
Founded by experts in mathematics and cyber defense, Darktrace has established itself as a global frontrunner in AI-driven cyber security solutions. Our mission is to eliminate cyber disruptions, safeguarding over 9,000 clients from intricate threats, including ransomware and cloud-based attacks.
Innovation at Our Core
Our foundation is rooted in innovation, with the Darktrace AI Research Centre located in Cambridge, UK, pioneering advancements in cyber security. Our technology is backed by over 130 patents and pending applications, setting new standards in the industry.
Role Overview
As a Customer Success Manager, you will oversee a diverse portfolio of named accounts within our global clientele. Your primary responsibility will be to enhance product adoption and ensure positive outcomes that lead to renewals, growth, and customer advocacy. A keen interest in cyber security and AI is essential, as is a commitment to delivering exceptional service.
Our dedicated training team has crafted a comprehensive onboarding program to equip you with the necessary knowledge and skills for success. During your initial months at Darktrace, you will receive training across various topics, including industry insights, technology, product knowledge, systems, processes, and soft skills. Our team is committed to supporting you throughout your journey at Darktrace.
Key Responsibilities
- Manage a portfolio of 30-40 existing customers, ensuring they derive maximum value from their Darktrace solutions while aiming to increase their Annual Recurring Revenue (ARR).
- Conduct regular business reviews with client leadership and perform health checks on deployments to enhance satisfaction and achieve desired business results.
- Present and demonstrate Darktrace's cyber threat defense solutions to key stakeholders as needed.
- Identify and cultivate upsell and cross-sell opportunities by aligning our product offerings with the evolving needs of our customers.
- Ensure customers are positioned for success and facilitate renewals at the conclusion of subscription terms.
- Analyze customer engagement to assess risks and implement action plans to improve account health.
- Manage customer escalations effectively, collaborating with cross-functional teams.
- Work closely with Renewal Directors, Account Executives, Subject Matter Experts, and Technical Resources to support your efforts.
- Exhibit strong organizational and project management skills while working with high-value clients in a dynamic environment.
Qualifications & Experience
- Minimum of 3 years of experience in Customer Success, Project Management, Business Development, Account Management, Client Services, or Consulting.
- Proficient in managing complex situations with confidence and composure.
- Effective communication skills with senior professionals across various industries.
- Familiarity with enterprise networking technology or SaaS is preferred but not mandatory.
- Strong presentation and communication abilities.
- Willingness to travel to client locations as necessary.
- Excellent time management skills, self-motivated, and goal-oriented.
- Able to collaborate effectively within a team.
- Bachelor's degree from an accredited institution.
Benefits
- Comprehensive medical, dental, and vision insurance for you and your dependents.
- Paid parental leave.
- Pet insurance.
- Life insurance coverage.
- Commuter benefits.
- 401(k) retirement plan.
Base Salary: $85,000 - $95,000 USD
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