Associate Customer Success Manager

ExtraHop is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organization’s network, the truth about what they’re doing, and how to stop them at top speed. We partner with every customer, every day, to reveal it. Are you ready to join us?

At ExtraHop, we provide solutions for mission critical business and technology problems across a vast array of industries and technologies. As a member of our Customer Success team you’ll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company. With us, you’ll help to deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.

Duties And Responsibilities
The ExtraHop customer success team focuses on successful outcomes for our customers. As a Customer Success Specialist, you will play a critical role executing programs that touch and enable our user community. Your duties will include:

• Document customer use cases
• Carry a regular cadence with a percentage of your customer base, including check in calls, operational assessments and other business/technical reviews
• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deployment 
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Monitor and report on EOL hardware and outdated firmware
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams
• Ensure CSAT status is up to date on all non-portfolio accounts
• Generate recurring project status reports for accounting and upper management.
• Work with Training and Sales teams to coordinate scheduling of short-term training engagements.
• Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability.
• Send general updates to all users on product, use cases and services
• Evaluate product telemetry for account health risk
• Assist in identifying and creating reference customers
• Act as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received.
• Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell event

Required Qualifications And Experience
We’re looking for staff who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following:

• Associate’s degree or equivalent experience, ideally in Business or Information Technology
• Minimum of 1-3 years experience with customer success
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced but supportive environment
• Excellent attention to detail
• Process driven, with strong administrative skills
• Proficient user of the Salesforce.com CRM or similar
• Basic knowledge of Information Technology networking principles and application protocols or cyber security
• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.

$66,000- $78,000 + Commission 10% of On-Target-Earnings + benefits+ options

Applicants must be authorized to work for ANY employer in the U.S.  We are unable to sponsor or assume sponsorship of an employment Visa at this time.

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ABOUT EXTRAHOP 

ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights™ Voice of the Customer, and as a Leader in the Forrester Wave®: Network Analysis and Visibility,