Customer Sucess Representative

REPSPONSBILITIES:

• Client Onboarding: Assist new clients in the successful adoption and implementation of our security products and services.
• Account Management: Build and maintain strong, trust-based relationships with clients, serving as their advocate within the company.
• Security Consultation: Understand clients’ security needs and challenges, providing guidance on best practices and recommending tailored security solutions.
• Product Training: Offer training sessions and resources to educate clients on the functionality and capabilities of our security products.
• Issue Resolution: Act as a liaison between clients and our technical support team, ensuring prompt resolution of any technical issues or inquiries.
• Client Feedback: Gather and relay client feedback to internal teams to help improve our products and services continuously.
• Renewals and Upsells: Monitor client satisfaction and identify opportunities for contract renewals and upselling additional security services.
• Customer Success Plans: Collaborate with clients to create and execute customized success plans to achieve their security objectives.
• Security Updates: Keep clients informed about emerging security threats, vulnerabilities, and updates relevant to their environment.
• Documentation: Maintain accurate client records, including interactions, issues, and resolutions, within our CRM system.

QUALIFICATIONS:

• A bachelor’s degree in computer science, information security, or a closely related discipline (or comparable experience).
• Demonstrated experience in a client-facing position in the cybersecurity sector, such as customer success, account management, or a related position.
• Thorough familiarity with the concepts, tools, and best practises of cybersecurity.
• Outstanding interpersonal and communication abilities, including the ability to effectively explain technical concepts to stakeholders who are not technical.
• Genuine concern for the success of the client and empathy.
• Conflict resolution and problem-solving abilities.
• Familiarity with ticketing systems for support and CRM applications, such as Salesforce.
• Certifications in the field, such as the CISSP, CompTIA Security+, or an equivalent, are advantageous

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