Apply📍 USA
💸 119000.0 - 140000.0 USD per year
🔍 SaaS product support environment
🏢 Company: Abnormal Security👥 501-1000💰 $250,000,000 Series D 7 months agoArtificial Intelligence (AI)EmailInformation TechnologyCyber SecurityNetwork Security
- 3+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment
- Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
- Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
- Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
- Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Previous experience with Internet and networking technologies and products, including email security products
- Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
- Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
- Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion.
- Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.
- Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score.
- Educate customers on the most relevant features and functionality related to their specific requirements.
- Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal.
- With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
- Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience.
- Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals.
- Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics).
- Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options.
- Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage.
- Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
- Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.
AWSSQLCybersecuritySalesforceJiraProduct OperationsProduct AnalyticsAPI testingAzureCommunication SkillsAnalytical SkillsCI/CDRESTful APIsLinuxDevOpsOrganizational skillsPresentation skillsWritten communicationRelationship buildingAccount ManagementNegotiation skillsTroubleshootingActive listeningCross-functional collaborationRisk ManagementStrategic thinkingTechnical supportCRMCustomer supportCustomer SuccessSaaS
Posted 25 days ago
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