About the Role
Title: Sr. Customer Success Manager – Eastern Time Zone
Location: Remote
JobDescription:
ExtraHop is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organizations network, the truth about what theyre doing, and how to stop them at top speed. We partner with every customer, every day, to reveal it. Are you ready to join us?
Duties and Responsibilities
The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Technical Customer Success Manager, you will play a leading role in accomplishing the following goals:
- Analyze customer requirements and promote the highest value application of ExtraHop in our customer’s business environment
- Engage ExtraHop end-users to provide targeted assistance and enablement
- Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training
- Lead and facilitate new customers initial onboarding and introduction to ExtraHop
- Assess and document customer health and maturity levels to improve customer engagement strategy
- Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community
- Assist and contribute to ExtraHops Voice of Customer activities and provide influential input on product and service roadmap priorities
- Work with a diverse cross-section of ExtraHops business units and represent customer needs and expectations
- Measure and address risk to ensure customer enablement, adoption and satisfaction is at a sufficient level to provide optimal opportunity to renew their ExtraHop services subscription.
Required Qualifications and Experience
Were looking for a Sr. Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, youll need the following background:
- Four-year college degree, preferably in a technical field such as management information systems or information technology, or equivalent experience
- Effective communication skills, both verbal and written
- Ability to multitask in a fast-paced environment
- Excellent attention to detail
- Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately
- STRONG knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) not required but preferred
- Experience with project management a plus
- Data interpretation experience using the ExtraHop platform a plus
- Experience in Enterprise IT application or networking support a plus