Customer Success Analyst - DACH

 

About the Company

Cybereason is on a mission to reverse the adversary advantage by empowering defenders with ingenuity and technology to end cyber attacks. 

We have the technology, and now we are looking to expand our talent! -  Come and talk to us about joining a market leader and a diverse team of passionate people who win as one, ensuring a customer-first approach is core to everything we do and never giving up on reversing the adversary advantage.

We are seeking a highly motivated, German speaking and tech-savvy Customer Success Analyst to join our dynamic Customer Success Operations team.

The Customer Success Analyst will play a crucial role in driving customer satisfaction and retention by facilitating Executive Business Reviews (EBR’s), monthly cadence calls, and effectively tracking actions outlined in the Customer Success Plan.

The successful candidate will excel in collecting and processing customer feedback, reporting on customer health and key performance indicators (KPIs), and providing actionable insights to optimize the customer experience.

We are considering candidates located in Ireland

About the role:

Executive Business Reviews (EBRs):

• Coordinate and schedule EBR meetings with Enterprise Customers and the Cybereason Account Team.
• Prepare presentation materials, agenda, and relevant data insights for EBR meetings.
• Capture customers feedback on Cybereason Products and Services, register achievements, challenges, and opportunities for collaboration and growth.

Cadence Calls:

• Organize and facilitate monthly cadence calls with assigned customer accounts and the Cybereason Account Team.
• Collaborate with internal teams to gather relevant updates and action items for discussion during cadence calls.
• Document meeting minutes, action items, and follow-up tasks to ensure accountability and progress tracking.

Customer Success Plan:

• Maintain a detailed record of actions outlined in the Customer Success Plan for each customer account.
• Monitor progress on action items, follow up with internal and external stakeholders as needed, and ensure timely completion.
• Update the Customer Success Plan with relevant insights and adjustments based on customer feedback and evolving needs.

Customer Health and Reporting: 

• Maintain a clear overview of customers' technical health by frequently checking backend versions, sensor versions, and used product configurations against Cybereason best practices.
• Track and administer Risk identified by the Cybereason Sales Account Team in the renewal opportunity in Salesforce.
• Gather data and metrics related to customer health, satisfaction, and usage of products or services.
• Create regular reports and dashboards to track key performance indicators (KPIs) and trends in customer success metrics.
• Present findings and recommendations to internal stakeholders, including leadership teams, to inform strategic decision-making.

What do you bring?

• 3+ years of experience in customer success, technical account management, project management or related customer-facing roles.
• Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates.
• Project management experience with all aspects of the post-sales experience, from small to enterprise-sized customers, spanning tasks from onboarding, product upgrade planning, and providing L1 support to feature training.
• Be the voice of the customer internally; bring in the right people to deliver the best Service.
• Strong internal and external communication skills.
• Salesforce knowledge, metrics-driven
• Ability to travel as needed (<15%)
• For this role you need to speak German and English fluently. Any other language is a plus.

#LI-Remote

 

More About Cybereason:

 

Our culture and how we operate reflects in our shared values. Our #Defenders are individuals with diverse skill sets and backgrounds who are driven to innovate and scale with our growing organization. We are a team that strives to learn from each other, solve challenging problems, and work collaboratively toward our goal of reversing the adversary advantage.

Core Values:

• Win As One: The power of an individual is less than the power of a team.
• Ever Evolving: Change keeps us at the forefront, so we encourage it.
• Daring: To achieve the impossible, we must dare to be different.
• Obsessed with Customers: We believe gaining our customers’ trust is the most imp