Senior Manager, Customer Success

TN United Kingdom; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job description

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Manager, Customer Success, you will play a leading role in accomplishing the following goals:

1. Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.
2. Engage ExtraHop end-users to provide targeted assistance and enablement.
3. Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training.
4. Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop.
5. Assess and document customer health and maturity levels to improve customer engagement strategy.
6. Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community.
7. Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities.
8. Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations.

Required Qualifications and Experience

1. Four-year college degree, preferably in a technical field such as management information systems or information technology.
2. Effective communication skills, both verbal and written.
3. Ability to multitask in a fast-paced environment.
4. Excellent attention to detail.
5. Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.
6. Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. TNS, TDS, CIFS, NFS, and DNS) not required but preferred.
7. Experience with project management a plus.
8. Data interpretation experience using the ExtraHop platform a plus.
9. Experience in Enterprise IT application or networking support a plus.