Customer Success Specialist
BeyondTrust
CloudSwift
Intermediate Customer Success Manager
Absolute Security
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$88,000 - CA$105,000 per year
Job Level
JuniorMid-Level
Tech Stack
LinuxMacOS
About the role
- Be the "voice of the customer" within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute product suite
- Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute.
- Conduct strategic customer workshops and engagements to drive incremental business value through identifying and increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
- Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting with your sales team partners, strategic account reviews.
- Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
- Focus on net dollar retention by: Identifying and mitigating risk on customer accounts and work with account teams and executives to ensure customer renewals and mitigate risk of churn.
- Uncovering growth opportunities in your portfolio through expansion, upsell and cross-sell to provide a rewarding customer experience.
- Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve.
- Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities.
- Collaborate cross-functionally with other internal teams such as Professional Services, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception.
- Protect the security and privacy of Absolute and its customers.
Requirements
- 2+ years Customer Success experience within a SaaS high-tech work environment working with Commercial customers in the Mid-Market segment
- Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
- Exceptional ability to communicate and foster positive business relationships
- Team player, that strives to develop win-win situations for customers and colleagues
- Strong oral and written communication skills
- The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
- Ability to take initiative, own processes and work independently as required
- Strong understanding of Windows, macOS, and Linux operating systems
- High level knowledge of network stacks and patch management best practices
- Experience with CRM tools such as Salesforce and Gainsight
- Preferred Experience Security (CISSP, GIAC, CompTIA Security+, etc) or networking (CCNA, CompTIA Network+, etc) certifications
- Bonus: Experience in Information Security operations
Benefits
- Competitive salary
- Work from Anywhere flexibility
- Professional development opportunities
- Health and wellness programs
- Inclusive company culture
- Team celebrations and events
- Employee recognition programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessSaaSUse Case AdoptionData IntelligenceNetwork StacksPatch ManagementWindowsmacOSLinuxTechnical Concepts
Soft skills
CommunicationRelationship BuildingTeam PlayerInitiativeLeadershipProblem SolvingCollaborationCustomer EngagementPositive Business RelationshipsVirtual Meeting Facilitation
Certifications
CISSPGIACCompTIA Security+CCNACompTIA Network+
