Customer Success Manager

10 سبتمبر، 2022

0 8 2 دقائق

الوصف الوظيفي

Company Description
Since 2004, Mandiant has been a trusted partner to security-conscious organizations. Effective security is based on the right combination of expertise, intelligence, and adaptive technology, and the Mandiant Advantage SaaS platform scales decades of frontline experience and industry-leading threat intelligence to deliver a range of dynamic cyber defense solutions. Mandiant’s approach helps organizations develop more effective and efficient cyber security programs and instills confidence in their readiness to defend against and respond to cyber threats.
Job Description

The Mandiant Customer Success (MCS) team is seeking a Customer Success Manager (CSM) to complement the industry leading expertise, innovation and capabilities delivered through Mandiant Advantage to drive maximum business value aligned with customer business goals and objectives. As a CSM, you will work closely with a portfolio of customers to drive adoption and engagement while identifying opportunities to further realize value within and across Mandiant Solutions. You will serve as a trusted advisor and partner, providing subject matter expertise critical to the customers’ journey with Mandiant Solutions.

What You Will Do:

Serve as customer’s trusted advisor, providing portfolio and subject matter expertise to drive adoption aligned with customer objectives
Lead all phases of customer journey post-acquisition from onboarding through renewal
Develop partnership with key executives, management, and operators within customer to effectively deliver upon customer success mission
Oversee customer support activities, serving in critical issue management role when necessary
Work closely with sales while collaborating with additional internal Mandiant business partners to deliver customer outcomes, manage risk, and position cross-sell opportunities
Serve as voice of the customer, collecting feedback to drive improvement within the Mandiant Solutions portfolio
Monitor adoption and utilization trends to inform customer engagement and guidance efforts

Qualifications

What You Can Bring:

Experience working with commercial organizations across diverse industries,
Working knowledge of tools, processes and procedures related to Cyber Threat Intelligence, Security Operations, Network Security, and Extended Detection and Response (XDR),
Passionate about building relationships with customers as well as internal and external business partners, working cross-functionally to drive customer outcomes,
Data driven – leveraging and extending existing data and metrics to inform engagement and demonstrate outcomes,
Creative problem-solving skills to help customers reach their business goals and maximize the value they are getting from Mandiant Solutions
Proactive and adaptive, able to work independently as well as part of a team, in leadership and individual contributor roles.

Minimum Requirements:

Fluent in Arabic & English
2+ years' experience delivering client-focused outcomes
Excellent organization skills, including issue tracking, triaging, and crisis management
Experience engaging with operational through executive audiences
3+ years experience facilitating workshops and/or presentations
2+ years program managing program management ability
Comfortable in a self-directed and team environment
Available to travel up to 35%

Additional Information

Preferred Requirements:

2+ years' working with operationalizing cyber threat intelligence, eXtended Detection & Response (XDR), and/or security operations
Excellent communication skills across various formats and mediums
Experience with Customer Relationship Management systems
Experience with Customer Success platforms
Experience with Customer Success methodologies and the customer journey