Customer Success Manager - SME
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 CSM-SME is the primary interface for small to medium size enterprises (SME) within the WhiteHat customer base. The position is responsible for monitoring SME customer that are approximately 6 months into their annual WhiteHat subscription to ensure proper onboarding, adoption and usage of their subscribed product lines. (DAST and/or SAST). Where potential problems exist that are prohibiting the customer from achieving full value, and risking their renewal of services, the CSM will take ownership of those issues and drive them to a successful resolution. Remediation activities will include account administration assistance, diagnosing or escalating existing technical issues, providing answers to questions, delivering user interface training, and facilitating vulnerability reviews. The CSM will create and deliver special reports such as a health check as appropriate. The CSM is responsible for educating the customer about the WH product lines as it pertains to web application security. They will ensure successful 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 touch-point experience for SME Customers who could have minimal contact with WhiteHat outside of standard support issues.

Primary Responsibilities:
Able to perform all functions of the Customer Support Engineer job description as needed to resolve customer issues

Effectively promote the value of the Customer Success team, including the TRC.

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 Health Check's if necessary. 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

Promote the value and use of the Customer Success Support portal, to help customer get value from the assets put out by the CS team.

Advise Sales of Up Sell Opportunities when identified

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 and SQL scripting.

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.

No Travel required.

Occasional after-hours work

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