Associate Customer Success Manager - East Coast

Associate's degree or equivalent experience, ideally in Business or Information Technology Minimum of 1-3 years experience with customer success Effective communication skills, both verbal and written Ability to multitask in a fast-paced but supportive environment Excellent attention to detail Process driven, with strong administrative skills Proficient user of the Salesforce.com CRM or similar Basic knowledge of Information Technology networking principles and application protocols or cyber security Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis

Document customer use cases Carry a regular cadence with a percentage of your customer base Lead and facilitate new customers’ initial onboarding and introduction to ExtraHop Assess and document customer health and maturity levels Monitor and report on EOL hardware and outdated firmware Champion customer needs and opportunities for product enhancement Ensure CSAT status is up to date Generate recurring project status reports Work with Training and Sales teams to coordinate scheduling of short-term training engagements Work closely with Solutions Architects and clients to schedule appropriate resources Send general updates to all users on product, use cases and services Evaluate product telemetry for account health risk Assist in identifying and creating reference customers Act as a bridge between customers and other ExtraHop departments Anticipate customer satisfaction issues and recommend interventions