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Client Success Specialist

2 months ago

New York, New York, United States Darktrace Limited Full time
Position Overview

As a pivotal member of the Customer Success team, you will oversee a diverse portfolio of named accounts within our extensive global clientele. Your primary focus will be on enhancing product adoption and achieving outcomes that lead to renewals, growth, and customer advocacy across your assigned accounts.

Your enthusiasm for learning about cybersecurity and artificial intelligence will be crucial as you strive to provide exceptional service to our clients.


Our dedicated team of trainers has crafted a comprehensive onboarding program designed to equip you with the essential knowledge and skills needed to excel in your role.

During your initial three months at Darktrace, our education team will deliver training across various topics, including industry insights, technology advancements, product knowledge, as well as systems, processes, and soft skills development.

At Darktrace, we are committed to supporting you throughout your journey as you embark on your career with us.

Key Responsibilities


Oversee a portfolio of 35-45 existing Darktrace clients, ensuring each customer maximizes the value from their Darktrace implementation, with the goal of increasing their Annual Recurring Revenue (ARR).


Conduct regular business reviews with client executive leadership and perform health checks on deployments to foster satisfaction and achieve desired business outcomes.

Present, discuss, and demonstrate Darktrace's cyber threat defense solutions to Chief Information Security Officers (CISOs) and information security professionals as needed.


Identify, cultivate, and negotiate upsell and cross-sell opportunities by aligning our suite of products with our customers' evolving requirements and use cases.


Ensure customers are positioned for success and facilitate the renewal process at the conclusion of their subscription term.

Analyze customer engagement metrics to assess risk and implement action plans to enhance account health.


Manage customer escalations to resolution, leveraging cross-functional teams within the organization.


Collaborate closely with Darktrace Renewal Directors, Account Executives, Subject Matter Experts, Technical Resources, and Cyber Threat Analysts who will assist you in fulfilling your responsibilities.

Exhibit strong organizational and project management capabilities while working with high-value clients in a dynamic environment.


Qualifications & Experience:


Minimum of 3 years of experience in roles encompassing Customer Success, Project Management, Business Development, Account Management, Client Services, or Consulting.

Ability to navigate complex and crisis situations with confidence and composure.


Effective communication skills with senior business professionals across various industry sectors.


Familiarity with enterprise networking technology is preferred but not mandatory; experience in SaaS is advantageous.


Strong communication and presentation abilities.


Willingness to travel to client locations as required.


Excellent time management skills, self-motivation, and a goal-oriented mindset.


Able to work collaboratively as part of a team.


Bachelor's degree from an accredited institution.


Benefits

Comprehensive medical, dental, and vision insurance, including coverage for dependents.

Paid parental leave.

Pet insurance options.

Life insurance coverage.

Commuter benefits.

401(k) retirement plan.