Note: The job is a remote job and is open to candidates in USA. ZeroFox is a cybersecurity company focused on protecting organizations from external cyber threats through its unified platform. The Customer Success Manager builds and maintains post-sales customer relationships, serves as a trusted technical advisor, supports platform configuration and integrations, delivers training, and drives customer adoption, satisfaction, and growth.
Responsibilities
- Effectively partner with a broad range of customers, focusing on delivering consistent, high-quality engagement and ensuring success for customers of various industries and sizes
- Build effective curated customer experiences with the ZeroFox platform and larger operating environment
- Execute and refine scalable enablement programs, including building customer champions and engaging with various customers, assets and programs
- Provide advice and guidance as a subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration
- Act as a liaison with technical support leads for all requests for new platform configuration and changes to use cases within the customer environment
- Design and develop innovative solutions to customer requirements using ZeroFox's platform and/or integrations to customer technologies, including API-based integrations
- Deliver web-based training to user groups to support organizational adoption
- Conduct discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes
- Serve as a frontline technical resource for "best practice" and informal customer questions
- Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues
- Engage with ZeroFox internal organizations including Product, Customer Operations, Services, etc. to streamline customer experiences and product enhancements, particularly by identifying trends across customers
- Maintain current functional and technical knowledge of ZeroFox service options
- Help to document best practices in developing and using ZeroFox solutions
- Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity and growth
Skills
- • Experience in a related function, typically obtained in 3+ years
- • Experience with SaaS-based platform configuration and maintenance for multiple customers simultaneously
- • Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
- • Successful management of customer support engagements to completion with high levels of customer satisfaction
- • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
- • Exceptional verbal and written organizational, presentation, and communication skills
- • Customer service orientation and belief in teamwork, collaboration, adaptability and initiative
- • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
- • Competitiveness & competitive awareness
- • Proficiency in explaining strengths & vulnerabilities
- • Willingness to travel as required based on customer and business need
- • Knowledge of data analytics, dashboards, and reporting
- • Written and spoken fluency in English and Arabic languages
- • Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk
- • Certifications: CISSP, CISA, Security+
- • Propensity to thrive on change and general dissatisfaction with the "status quo" founded on the belief that great is better than good
- • Past experience working in customer success, technical support, configuration and / or training capacity
- Technically- and business-minded Customer Success Managers, Technical Account Managers, Project Managers, Business Analysts, Systems /or Software Developers, or candidates with experience with setup and delivery of similar SaaS products, will be given priority consideration
- • Bachelor's or Graduate degree, preferably in Computer Science, Information Systems, Cyber, or other similar background
Benefits
- Competitive compensation
- Community-driven culture with employee events
- Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture
Company Overview