Apply📍 United States, Canada
🧭 Full-Time
💸 65000.0 - 75000.0 USD per year
🔍 SaaS cybersecurity
- 3+ years of successful experience in a customer-facing role such as technical account manager, technical customer success manager, customer onboarding, customer success, or technical support in B2B SaaS
- Demonstrated ability to work with different types of Customer-business-process-owners to identify requirements, and drive best practices to propose a solution
- Strong critical thinking skills and technical knowledge of relevant software, tools, and platforms
- Excellent communication, presentation, and interpersonal skills
- Data-driven mindset with the ability to analyze customer data and derive actionable insights
- Strong critical thinking skills, a growth mindset, and a desire to continuously improve
- A passion for contributing to a meaningful industry and being able to convey that excitement to create momentum and deliver an exceptional customer experience
- Ability to work M-F 8-5 ET
- Lead technical customer onboarding activities for both Direct/Commercial and MSP customers, prioritizing high-value customers, and coordinating with internal teams and external stakeholders
- Monitor and optimize key onboarding metrics, including time-to-value (TTV), onboarding completion rate, and customer retention impact within the first 90 days.
- Understand complex business requirements and translate them into best practices as a means for our customers to accomplish their cybersecurity objectives
- Have practical experience in deploying SaaS security solutions, including configuration, validation, and troubleshooting in customer environments such as firewalls, proxies, and endpoint security solutions.
- Acquire detailed product knowledge of all DNSFilter solutions that will enable the individual to execute assigned tasks for successful customer implementations.
- Use your solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations.
- Configure systems to meet business requirements, including user acceptance testing to validate that functionality meets established deliverables
- Monitor onboarding activities, including customer-facing sessions to ensure that all deployments are completed on time
- Prioritize time thoughtfully and set proper customer expectations
- Manage customers within the identified digital segmentation by handling customer inquiries that do not require support escalation, ensuring timely responses, and facilitating effective solutions to enhance the customer experience
- Design and conduct technical training sessions for customer IT teams, equipping them with the knowledge to independently manage and optimize their DNSFilter deployment.
- Collaborate with all customer-facing teams, as well as product development teams, to prioritize feature requests based on customer feedback
- Ensure ongoing communication with customers as necessary to achieve commitments made
- Participate in cross-functional knowledge transfer sessions, product training, and other strategic initiatives as needed
- Contribute to the development of best practices, standards, and methodologies to decrease the time to value for our customers
- Identify opportunities for knowledge management, documentation, and service automation, and collaborate in development
CybersecurityCustomer serviceRESTful APIsNetworkingAccount ManagementTroubleshootingTechnical supportCustomer supportCustomer SuccessSaaS
Posted about 1 month ago
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