Technical Customer Success Manager
4 days ago
We are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring our customers achieve their desired security outcomes by providing exceptional support and guidance throughout their journey with our services.
Key Responsibilities- Deliver support and assistance to customers as they work through setting up our services
- Provide technical expertise in the service you are working with to our customers
- Help the customer plan their deployment of our services
- Make recommendations to the customers on best practice in setting up the system, both by e Sentire as well as industry standard practice
- Provide ongoing support to customers through our ticketing system
- Collaborate with Technical Deployment and Customer Success peers, cross-functional teams, and senior leaders to ensure customers are successful
- Make recommendations and influence important operating issues/decisions for the broader team
- Find ways to streamline work, innovate key processes and leverage technology
- Onboarding and driving customer engagement throughout the customer journey for your portfolio of customers
- Leverage project management principles to drive engagement and progress on large, complex deployments with multiple cross-functional stakeholders with completing external priorities
- Driving the successful delivery of services to e Sentire's customers under the pressure of tight timelines and complex environmental and resource interactions
- Drive customer engagement through product discussions, service delivery and platform demonstrations
- Manage customer expectations and demonstrates expertise and leadership
- Understand the broader business perspective and make decisions accordingly
- Provide Insight - surfacing and sharing new/insightful analyses and recommendations across the CS team and product team
- Provide strategic guidance to help your customers grow, so you align e Sentire with company's business priorities
- Conduct customer health-checks and review customer health scores with an emphasis on customers' success with e Sentire
- Monitor and identify adoption, maturity and growth trends customers to inform customer and business strategy
- Manage renewals and find new expansion opportunities within the account
- Manage escalations and service reviews
e Sentire, Inc. is the Authority in Managed Detection and Response, protecting the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.
Founded in 2001, the company's mission is to hunt, investigate and stop cyber threats before they become business-disrupting events.
Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, e Sentire mitigates business risk and enables security at scale.
The Team e Sentire difference means enterprises are protected by the best in the business with a named Cyber Risk Advisor, 24/7 access to SOC Cyber Analysts, Elite Threat Hunters, and industry-leading threat intelligence research from e Sentire's Threat Response Unit (TRU).
e Sentire provides Managed Risk, Managed Detection and Response and Incident Response services.
It's our mission at e Sentire to protect our customers 24/7/365 and we extend this conviction to job seekers.
During the application and interview process, e Sentire will communicate with you from one of our corporate email addresses, never from a public email address.
We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology.
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