Customer Success Advocate

1 week ago

Plano, Texas, United States Caliber Sourcing Full time
About the Role

As a Customer Success Advocate at Trellix, you will play a critical role in driving successful use of our products by building strong relationships with our customers. You will be responsible for managing accounts where a TSA is assigned, coordinating with the Customer and Internal Team Partners to prioritize technical cases, and aligning with business strategies.

  • Support case reporting trends across customer portfolio
  • Bi-annual support business review
  • Deliver reference product materials and feedback
  • Advise on new services relevant to the customer environment
  • Monthly support reporting as agreed
  • Provide updates as needed
  • Resolve Trellix product issues using knowledge and available tools
  • Assess and understand the impact, severity and urgency of issues
  • Facilitate conference calls / remote sessions with Customers

About You:

  • Excels in customer relationship management and thrives in that environment
  • Highly skilled at compiling account data and analyzing those results
  • Excellent meeting management and presentation skills
  • Understanding of support processes, customer management/handling skills
  • Experience working with supported operating systems
  • Result and goal orientation in a group situation and commitment to customer satisfaction
  • Communicates information in a straightforward and clear manner
  • Customer service mindset and strong ability to multitask and prioritize job requirements
  • Demonstrated customer service skills
  • Excellent written/verbal communication and presentation
  • Strong ability to clearly articulate products
  • Highly Proficient in presentation preparation and delivery
  • 2 years of experience in a Customer Service environment
  • Must be a US Citizen

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Trellix is a global company redefining the future of cybersecurity. The company's open and native extended detection and response (XDR) platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Trellix's security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://www.trellix.com/

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