Customer Success Manager

The CSM leads the customer relationship, providing ongoing and proactive leadership and support to Vectra’s customers, to drive high levels of customer satisfaction, deep engagement, and mutual success. They conduct quarterly customer Executive Business Review meetings and proactively supervise customer health. They drive deep integration of the Vectra Cognito platform into the processes and technical ecosystem of our customer, to build and increase stickiness; and further identify and grow expansion opportunities, and collaborate with the sales teams to ensure growth attainment.

• Identify and assess renewal risks within the customer base, and build and complete get-well plans.
• Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution, while presenting optimally with customers.
• Identify, build and implement repeatable programs and processes across the portfolio of customers to improve product adoption and usage and achievement of customer’s business objectives.
• Able and willing to travel for on-site customer visits as required by the business (25- 50%) across the assigned region

What Will Impress Us

Successful candidates have a validated technical foundation in network security and enterprise software. A strong background in collaborating with customers on both technical and non-technical levels, discernment and sales experience, and above all a passion for ensuring the best quality customer experience. They bring experience and confidence dealing with enterprise subscription-based vendors in a customer-facing role; ideally combined background of post-sales and pre-sales experience!

• Have an excellent understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)Knowledge of TCP/IP, DNS, VPN and SSL technology
• Understand the current security technologies and risks
• Bring project management skills
• Pay strong high attention to detail
• Be empathetic for customers and passionate for revenue and growth
• Have established a consistent track record of building and maintaining successful relationships
• Be dedicated to customer service.
• Present and communicate excellently, both verbal and written in Arabic and English
• Bring excellent organisational, analytical, negotiating skills;
• Bachelor’s degree or equivalent experience in e.g. Computer Sciences.