Customer Success Manager III - Canberra

Key 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:
• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.
• Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services.
• Engage ExtraHop end-users to provide targeted assistance and enablement.
• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training.
• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop.
• Assess and document customer health and maturity levels to improve customer engagement strategy.
• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community.
• 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.
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams.
• Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations.
• Promote customers' use of our community platform and self-service capabilities.
• Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders.
• Recognize organic opportunities for expansion/growth and engage the Sales team to pursue.
• Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers.
• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product, and Support.

Required Qualifications

• We’re looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:
• Four-year college degree, preferably in a technical field such as management information systems or information technology.

Skills and Competencies

• Work cooperatively with others within the organization and other cross-functional stakeholders.
• Effective communication skills, both verbal and written.
• Ability to multitask in a fast-paced environment.
• Excellent attention to detail.
• Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.
• 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).
• Experience with project management is a plus.
• Data interpretation experience using the ExtraHop platform is a plus.
• Experience in Enterprise IT application or networking support is a plus.
• Experience working with Channel Partners.
• Proficient user of Salesforce.com CRM or similar.
• Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

ABOUT EXTRAHOP

OUR VALUES

BENEFITS

• Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:
• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model
• Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!
• To learn more, visit our website or follow us on LinkedIn .

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