Customer Success Specialist

<h3>Ready to embark on the quest of joining Hack The Box?</h3><p>At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻</p><p><br/></p><h3>✨ The core mission of the Customer Success Specialist<br/> </h3><p>Drive engagement and the HTB journey with high profile clients. Execute outcomes from success criteria for the worlds largest enterprises. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS)</p><p><br/></p><h3>🍺 The fellowship you’ll be joining:</h3><p>The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries and sectors such as Education, Gov/Federal, SMBs and Enterprise. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services</p><p><br/></p><h3>⚔️ Tools &amp; weapons you’ll be using in your adventures:</h3><p>ChurnZero, HubSpot, Gong &amp; the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously!</p><p><br/></p><h3>🚀 The adventures that await you after becoming Customer Success Specialist at Hack The Box:</h3><ul> <li>Establish a trusted advisor relationship to help drive the continued value of our products and services</li> <li>Drive retention and growth (cross and upselling) among our most valuable customers by understanding their business needs and helping them succeed</li> <li>Maintain a cadence of communication with customers about usage adoption, sentiment, and product feedback - all the while seeking out opportunities for deeper engagement</li> <li>Identify opportunities for customers to act as HTB advocates (e.g. testimonials, case studies)</li> <li>Coordinate resources across HTB as needed to support customers' needs</li> <li>Work in a consultative manner with customers to ensure they meet their cybersecurity training goals via our platform</li> <li>Work with the customer support team to ensure that technical issues for enterprise customers are dealt with promptly and that the customer is satisfied.</li> </ul><h3>🏆 Skills, knowledge, and experience points required to unlock the role of Customer Success Specialist at Hack The Box:</h3><ul> <li>Previous working experience of 3-5 years in a customer-facing role (consulting, sales engineering, account management or customer success)</li> <li>Previous working experience with highly technical products</li> <li>Strong communication and ability to talk about complex technical concepts in a simple way</li> <li>Ability to collaborate effectively with multiple internal stakeholders</li> <li>Customer-centric thinking and the ability to create great customer experience, based on a data-driven approach</li> </ul><h3>🕹️ What your Hack The Box adventure will have in store:<br/> </h3><ul> <li>🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.</li> <li>🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.</li> <li>🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.</li> <li>🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups!</li> </ul><h3>💰The gems you’ll be enjoying as Customer Success Specialist:</h3><ul> <li>25 annual leave days</li> <li>Paid parental leave</li> </ul><ul><li>Home Office Allowance</li></ul><ul><li>Dedicated budget for training and professional development, participation in conferences</li></ul><ul><li>State-of-the-art equipment</li></ul><ul><li>Full access to the Hack The Box lab offerings; so you can learn how to hack 😉</li></ul><ul><li>Flexibility in working hours</li></ul><h3>🗺️ The Quest of Becoming Hack The Box’s Customer Success Specialist:</h3><ul> <li>Level 1: Like in any game, you start as a Noob. Level one’s objective: submit your application.</li> <li>Level 2: After applying, you unlock the Script Kiddie rank! This level’s objective: pass the screening process.</li> </ul><ul><li>Level 3: Now you’re officially ranked as Hacker and you’re ready to meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.</li></ul><ul><li>Level 4: As a Pro-Hacker at level 4, you’ll unlock the “boss level”, which involves meeting the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements.</li></ul><ul><li>Level 5: Now you’re an Elite Hacker! Level’s objective: complete an assignment that aligns with day-to-day job-related t