Description:
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your well-being support to your growth and development, and beyond!
Job Description
Your Impact
- Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
- Drive adoption- ensure customer applies the offering hours in a timely manner
- Ensure customer is measurably satisfied with the service they are receiving
- Informing customers of refresh needs and options
- Proactively identify up-sell opportunities and grow revenue
- Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
- Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
- Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
- Serve as a customer advocate in influencing product roadmap and improvements
- Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
- Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
- Capture and nurture CISO and execute relationships to influence the recurring strategic spend
Qualifications
Your Experience
- Fluent in Arabic (word and writing)
- Experience building out new programs and initiatives within an ever evolving organization
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
- Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Highly data-driven with a commitment to following process
- Excited about driving and tracking a consistent engagement process with all customers in your portfolio
- Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
- Desire to partner and work cross-functionally with with Sales and Consulting teams
- Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
- Ability to multi-task and work in a fast-paced environment
- Knowledge of the latest customer success techniques and technologies - Tableau a plus
- Willingness to work nights and weekends as needed
- Security experience is a plus