Customer Success Director (EMEA)

Are you an experienced Customer Success and/or Intelligence professional who has impeccable communication/collaboration skills, exceptional empathy, high EQ and the ability to nurture trusted relationships that can maximize solution adoption and outcome attainment?

As a Customer Success Director at Flashpoint you will get to do all of those things, including:

Enabling Customers at All Levels: provide tactical, operational and strategic support to customers from the most junior analyst to senior members of the customer’s executive teams, ensuring maximum adoption of our products and services.

Identifying upsell/cross sell opportunities: Using domain knowledge and an understanding of our customer’s challenges, you will proactively seek out and identify warm leads that can be provided to our sales team for closure.

Creating an Obsessive Customer Community: Leveraging your knowledge of Flashpoint’s tools, datasets and analytic capability paired with a keen understanding of the outcomes

Developing a deep rapport with customers such that Flashpoint is trusted to help their most sensitive and difficult challenges.

Driving Customer Engagement: Uphold Flashpoint’s reputation as the industry leading intelligence partner through responsiveness and dedication to each request. Judgment and resourcefulness will be key as you manage multiple requests from around the world with varying degrees of complexity, sensitivity, and urgency.

Providing Internal Advocacy: as the voice of the customer inside of Flashpoint, you will ensure that Flashpoint’s products and services continue to develop and evolve to meet customer expectations through the clear communication of their feedback and requirements. You will be capable of documenting, quantifying and prioritizing this feedback to align the entire Flashpoint team to meet the customer’s needs.

Trusted by governments, commercial enterprises, and educational institutions worldwide, Flashpoint helps organizations protect their most critical assets, infrastructure, and stakeholders from security risks such as cyber threats, ransomware, fraud, physical threats, and more. Leading security practitioners—including physical and corporate security, cyber threat intelligence (CTI), vulnerability management, and vendor risk management teams—rely on the Flashpoint Intelligence Platform, comprising open source (OSINT) and closed intelligence, to proactively identify and mitigate risk and stay ahead of the evolving threat landscape. Learn more at www.flashpoint.io. 

We have a role for you if:

• You understand the critical and nuanced relationship between customer health and all of the cross-functional signals that influence it (outcome mapping, solution adoption, defect remediation, etc)
• You have built account and/or success plans to drive cross-functional alignment toward maximizing outcome attainment and customer loyalty
• You have worked in fast-paced environments requiring high degrees of change management and adaptability
• You have coordinated churn mitigation strategies with Sales and Product teams 
• Collected and leveraged both quantitative and qualitative VOC to influence internal strategies and product roadmaps where applicable

What you will achieve: 

Within 30 days:

• You will have assimilated our primary product offerings and critical use cases / outcomes we are looking to drive
• Understood the critical processes necessary to operationalize customer outreach and loyalty motions

Within 60 days: 

• You will take primary responsibility for a targeted group of strategic customers and built the associated Success Plans for each
• Collaborated with your sales counterparts to architect the associated Account Plans and Expansion Strategies for the EMEA region

To be successful in this role, you will need:

• At least 5 years of cumulative experience working in a Customer Success (or similar customer facing) role
• Superb communication, collaboration and conflict management skills - both written and verbal,
• A demonstrated ability to communicate at all levels of a customer’s organization
• Proven ability to simplify complex subjects to any audience and influence internal initiatives without direct authority.
• Look around corners to foresee hidden friction points and opportunities to ensure maximum customer adoption and minimum churn
• Proficiency and speed with CRM (SFDC), email and associated project management tools
• Excellent analytical and problem-solving skills