ZeroFox

Customer Success Manager

ZeroFox

full-time

Posted on:

Location Type: Hybrid

Location: Santiago • 🇨🇱 Chile

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Effectively partner with a broad range of customers, focusing on delivering consistent, high-quality engagement and ensuring success for customers of various industries and sizes.
  • Build effective curated customer experiences with the ZeroFox platform and larger operating environment.
  • Execute and refine scalable enablement programs, including building customer champions and engaging with various many assets and programs.
  • Provide advice and guidance as a subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration.
  • Act as a liaison with technical support leads for all requests for new platform configuration and changes to use cases within the customer environment.
  • Design and develop innovative solutions to customer requirements using ZeroFox’s platform and/or integrations to customer technologies, including API-based integrations.
  • Deliver web-based training to user groups to support organizational adoption.
  • Conduct discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes.
  • Serve as a frontline technical resource for “best practice” and informal customer questions.
  • Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues.
  • Engage with ZeroFox internal organizations including Product, Customer Operations, Services, etc. to streamline customer experiences and product enhancements, particularly by identifying trends across customers.
  • Maintain current functional and technical knowledge of ZeroFox service options.
  • Help to document best practices in developing and using ZeroFox solutions.
  • Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity and growth.

Requirements

  • Experience in a related function, typically obtained in 3+ years.
  • Experience with SaaS-based platform configuration and maintenance for multiple customers simultaneously.
  • Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies.
  • Successful management of customer support engagements to completion with high levels of customer delight.
  • Strong written and verbal English skills; capable of effective collaboration and clear presentations.
  • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
  • Customer service orientation and belief in teamwork, collaboration, adaptability and initiative.
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
  • Competitiveness & competitive awareness. Proficiency in explaining strengths & vulnerabilities.
  • Knowledge of data analytics, dashboards, and reporting.
  • Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
  • Bachelor’s or Graduate degree, preferably in Computer Science, Information Systems, or other similar background
  • Certifications: CISSP, CISA, Security+.
  • Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good.
  • Past experience working in customer success, technical support, configuration and / or training capacity.
Benefits
  • Opportunities to learn and contribute your knowledge to our Digital Risk Protection platform
  • Competitive compensation
  • Competitive PTO
  • Complementary health insurance
  • Daily catered lunches for in-office work
  • Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture.
  • Regular team bonding activities like cooking and cocktails classes, bingos, stand up comedy, magic shows, virtual happy hour, lunch and learns, etc.
  • Additional Parental Leave
  • Excellent communication: between teams, people, organizations and leaders

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaS platform configurationAPI-based integrationsdata analyticsdashboardsreportingcustomer support managementproblem-solvinganalytical skillscustomer engagementcustomer advocacy
Soft skills
customer service orientationteamworkcollaborationadaptabilityinitiativestrategic thinkingtactical executioncommunication skillspresentation skillscompetitiveness
Certifications
CISSPCISASecurity+