Grip Security

Technical Customer Success Manager

Grip Security

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Junior

Tech Stack

AWSCloudCyber SecurityPythonSQL

About the role

  • Manage customer expectations, project scope, and resources through deployment, enablement, adoption, operations, and business outcomes.
  • Understand customers’ business needs, use cases, and priorities; build knowledge of the customer’s environment and become their champion within Grip.
  • Review customers’ evolving needs with product management and communicate Grip portfolio status, risks, and issues to technical and executive stakeholders.
  • Create custom reporting for clients using SQL and produce progress visuals and reporting using BI tools.
  • Define agreed success metrics with customers and periodically review success levels with stakeholders.
  • Organize internal stakeholders to represent customer requirements from support escalations, feature enhancement requests, and integration requests.
  • Lifecycle support management including support tickets, escalations, and bug project management.
  • Gather feedback for client references, beta testers, G2 reviews, and use cases; collaborate with Marketing and Product teams.
  • Present new product features and enhancements to clients to drive adoption.
  • Work with Sales, Finance, and Admin on customer renewals, upsells, and pass leads to Sales for new opportunities.
  • Track clients’ health scores and communicate and escalate any risks.
  • Create enablement content and QBR & AER materials; be accountable for solution delivery, service levels, response times, and customer satisfaction.

Requirements

  • Prior client facing experience communicating to operational level up to C- Level stakeholders
  • Prior Cybersecurity experience; 1 to 2 years preferred
  • Proficiency in Zendesk, Salesforce, PowerPoint, Excel, Jira, Confluence, AWS experience
  • Experience in designing and implementing queries over relational databases through SQL
  • Experience using Python (or any relevant scripting language)
  • Excel skills - Designing and implementing reporting tools based on internal and external datasets.
  • Familiar with API connections and debugging
  • Experience in developing automation for repetitive processes.
  • Experience in using AWS and other cloud-based infrastructure tools - analyzing and debugging through logs and first-line cloud environment debugging.
  • Ability to work independently and as part of a team.
  • Excellent interpersonal, verbal, written, and presentation skills.
  • Excellent time management, multi-tasking, prioritization skills, and the ability to manage multiple concurrent projects/customers.
  • Must be available to work in East or Central time zones