Customer Success Manager
WhiteHat Security - Santa Clara, CA

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About Us:
We ignited the web application security industry and continue to lead by transforming the way organizations master vulnerability management. Only WhiteHat Security offers a solution that combines an advanced, cloud security platform with the world’s largest force of security experts.

Position Summary:
The Customer Success Manager is the primary interface for eight+ customers who purchase Gold or Platinum support. The position is responsible for account administration, diagnosing technical issues, providing answers to questions, delivering user interface training, and facilitating vulnerability reviews. The CSM will create and deliver special reports such as health checks as agreed upon with customer. The CSM is responsible for educating the customer about the WH product lines as it pertains to web application security. They will ensure quick onboarding and adoption of purchased services by the customer while identifying and assisting with any upsell opportunities. The CSM will be able to work with customer contacts up to the CXO level as well as internal department contacts to resolve issues quickly and accurately. The goal is to provide a high-touch experience for strategic Customers.

Primary Responsibilities:
Perform all functions of the Customer Support Engineer job description at a high level.

Effectively promote the value of Support Plus and CSMs to customers.

Manage escalated customer issues through resolution. Engage Support Management, Sales, Development, Product Management, Operations and any other organizations required to resolve the issue to the Customer’s satisfaction in a timely manner.

Ensure that all P1 and P2 SLA goals are achieved

Schedule and conduct proactive monthly Health Checks. Review the web security environment, service activity, site utilization, and defect/enhancement request status.

Keep the customer informed of key WHS information that may be critical to their success including items like the product roadmap, new product releases, customer events, or organization changes.

Identify impediments to contract renewals and remove prior to expiration

Create customized reporting as required to demonstrate the benefits of WhiteHat Sentinel Service

Advise Sales of Up Sell Opportunities when identified

Conduct annual, onsite visits with Customers

Desired Skills and Experience:
Demonstrated, sustained high-level performance of all Customer Support Engineer tasks and successful completion of Level 1 Certification

Knowledge of the sales, solutions, contracts, order administration, and TRC processes.

Demonstrated general business knowledge and judgment

Demonstrated facilitation and presentation skills for both local and remote presentations and training

Basic familiarity with the OSI model, DNS, firewall concepts, and web authentication http/https standards. Familiarity with current versions of Firefox, IE, and Chrome. Prefer some high level knowledge of common web servers (iis and apache), basic knowledge of Firewall access controls, WAF, ASM and IDS/IPS.

Familiarity with basic network troubleshooting (ping, traceroute, whois, netstat, dig). Prefer knowledge of web server troubleshooting (telnet, curl, wget, wireshark, and ssh).

The ability to create database queries and produce custom reports using standard tools including Microsoft Office suite.

Bachelor's Degree (or equivalent) with focus in Computer Science or comparable technical or scientific discipline preferred.

Minimum 5 years experience providing first and second level technical support in a high-value B2B environment.

Travel up to 25 %

Occasional after-hours work

WhiteHat Security - 13 months ago - save job