Invicti

Customer Success Manager

• ** What You’ll Be Doing:**•Leading all post-sales activities for Invicti's customers through strong relationship-building, product knowledge, planning, and execution•Acting as the voice of the customer•Working cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams to ensure consistent and strong customer messages are embedded within everything we do•Retaining long-term partnerships by independently renewing and expanding successful customers•Dominating quarterly metrics concerning customer retention, price increase, and upselling•Establishing and overseeing customer adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment•Conducting Quarterly Business Reviews in order to drive positive customer outcomes•Independent analysis of data in order to discover insights that drive recommendations for clients•Tracking accounts to identify churn risks and working proactively to mitigate such risks•Taking on evolving duties and special projects that align with the shifting priorities of the Customer Success Department

Enterprise Customer Success Manager

• Booking renewals (primarily multi-year renewals) while maintaining aggressive gross revenue retention and expansion targets within the Self Service customer segment
• Creating upsell pipeline and closing upsell opportunities with your assigned accounts
• Driving resolution of escalated account issues in coordination with other departments
• Exceeding customer retention goals and maintaining high retention rates
• Managing contract-related inquiries, questions, and issues from partners/other departments
• Professionally managing and expanding customer relationships with a portfolio of assigned accounts
• Taking on evolving duties and special projects that align with the shifting priorities of the Customer Success Department

Customer Success Manager – Self Service

Support Engineer

• **What You'll Be Doing**
• - Providing high-quality technical support to Invicti’s enterprise customers.
• - Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed.
• - Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
• - Remotely connecting to customers’ installations to troubleshoot technical difficulties.
• - Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
• - Escalating unresolved support tickets to tier 2 support.
• - Providing prompt and accurate feedback to customers.
• - Ensuring proper documentation and resolution of all technical inquiries.
• - Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
• - Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.

Enterprise Customer Success Manager

Customer Success Manager – Self Service

Technical Support Engineer