ZeroFox seeks a Customer Success Manager to build and maintain post-sales relationships with various customers of diverse industries and sizes, driving value by serving as trusted technical advisors, support contacts, and aligned resources.
Requirements
- 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 1: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
- Successful management of customer support engagements to completion with high levels of customer delight
- Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
- Exceptional verbal and written organizational, presentation, and communication skills
- 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
- Willingness to travel as required based on customer and business need
- Knowledge of data analytics, dashboards, and reporting
- Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
Benefits
- Competitive compensation
- Community-driven culture with employee events
- Generous time off
- Best-in-class benefits
- Fun, modern workspace
- Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture
