Technical Customer Success Manager

$88,000-$112,000 + 10% bonus potential + benefits+ options

Duties and Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers.As a Technical Customer Success Manager, you will play a leading role in accomplishing the following goals:

• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community
• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment
• Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities
• Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training
• Engage ExtraHop end-users to provide targeted assistance and enablement
• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop

Required Qualifications and Experience

We’re looking for aCustomer Success Managerwho can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:

• Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) not required but preferred
• Effective communication skills, both verbal and written
• Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately
• Ability to multitask in a fast-paced environment
• Experience in Enterprise IT application or networking support a plus
• Data interpretation experience using the ExtraHop platform a plus
• Excellent attention to detail
• Experience with project management a plus
• Four-year college degree, preferably in a technical field such as management information systems or information technology