Do you want to work with a platform and technology where you can help customers solve critical business problems? Do you enjoy and excel at building lasting customer relationships? As a member of our Customer Success team, you’ll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company. At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us, you’ll deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.

 

Duties and Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Technical Customer Success Manager, you will play a leading role in accomplishing the following goals:

Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment. Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services. Engage ExtraHop end-users to provide targeted assistance and enablement. Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training. Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop. Assess and document customer health and maturity levels to improve customer engagement strategy. Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community. Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities. Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations. Champion customer needs and opportunities for product enhancement with ExtraHop development teams. Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations. Promote customers' use of our community platform and self-service capabilities. Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders. Recognize organic opportunities for expansion/growth and engage the Sales team to pursue. Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers. Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product, and Support.

 

Required Qualifications and Experience

We’re looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:

Four-year college degree, preferably in a technical field such as management information systems or information technology. Effective communication skills, both verbal and written. Ability to multitask in a fast-paced environment. Excellent attention to detail. Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately. Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., HTTP, TNS TDS, CIFS, NFS, and DNS). Experience with project management is a plus. Data interpretation experience using the ExtraHop platform is a plus. Experience in Enterprise IT application or networking support is a plus. Experience working with Channel Partners. Proficient user of Salesforce.com CRM or similar. Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

 

The base salary for this position is between SAR 30,000-50,800