ExtraHop
Associate Customer Success Manager
ExtraHop, Little Ferry, New Jersey, us, 07643
ExtraHop is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organization’s network, the truth about what they’re doing, and how to stop them at top speed. We partner with every customer, every day, to reveal it. Are you ready to join us?At ExtraHop, we provide solutions for mission critical business and technology problems across a vast array of industries and technologies. As a member of our Customer Success team you’ll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company. With us, you’ll help to deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.Duties And Responsibilities
The ExtraHop customer success team focuses on successful outcomes for our customers. As a Customer Success Specialist, you will play a critical role executing programs that touch and enable our user community. Your duties will include:Document customer use casesCarry a regular cadence with a percentage of your customer base, including check in calls, operational assessments and other business/technical reviewsLead and facilitate new customer’s initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deploymentAssess and document customer health and maturity levels to improve customer engagement strategyMonitor and report on EOL hardware and outdated firmwareChampion customer needs and opportunities for product enhancement with ExtraHop development teamsEnsure CSAT status is up to date on all non-portfolio accountsGenerate recurring project status reports for accounting and upper management.Work with Training and Sales teams to coordinate scheduling of short-term training engagements.Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability.Send general updates to all users on product, use cases and servicesEvaluate product telemetry for account health riskAssist in identifying and creating reference customersAct as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received.Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell eventRequired Qualifications And Experience
We’re looking for staff who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following:Associate’s degree or equivalent experience, ideally in Business or Information TechnologyMinimum of 1-3 years experience with customer successEffective communication skills, both verbal and writtenAbility to multitask in a fast-paced but supportive environmentExcellent attention to detailProcess driven, with strong administrative skillsProficient user of the Salesforce.com CRM or similarBasic knowledge of Information Technology networking principles and application protocols or cyber securityIntermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.$66,000- $78,000 + Commission 10% of On-Target-Earnings + benefits+ optionsApplicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.About ExtraHop
ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights Voice of the Customer, and as a Leader in the Forrester Wave: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity. ExtraHop CEO Patrick Dennis has been featured on NYSE TV and NASDAQ to discuss how companies can monitor accidental misuse of generative AI tools.Benefits/perks listed below may vary depending on the nature of your employment with ExtraHop and the country where you work.Health, dental, and vision benefitsHonor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer TimeNon-Commissioned positions are eligible to participate in annual discretionary bonus planFSA and Dependent Care Accounts + EAP where applicableEducational Reimbursement401k with employer match or Pension where applicablePet Insurance (US only)Parental Leave (US Only)Hybrid and Remote Work ModelCandidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability, HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats.Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec
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The ExtraHop customer success team focuses on successful outcomes for our customers. As a Customer Success Specialist, you will play a critical role executing programs that touch and enable our user community. Your duties will include:Document customer use casesCarry a regular cadence with a percentage of your customer base, including check in calls, operational assessments and other business/technical reviewsLead and facilitate new customer’s initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deploymentAssess and document customer health and maturity levels to improve customer engagement strategyMonitor and report on EOL hardware and outdated firmwareChampion customer needs and opportunities for product enhancement with ExtraHop development teamsEnsure CSAT status is up to date on all non-portfolio accountsGenerate recurring project status reports for accounting and upper management.Work with Training and Sales teams to coordinate scheduling of short-term training engagements.Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability.Send general updates to all users on product, use cases and servicesEvaluate product telemetry for account health riskAssist in identifying and creating reference customersAct as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received.Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell eventRequired Qualifications And Experience
We’re looking for staff who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following:Associate’s degree or equivalent experience, ideally in Business or Information TechnologyMinimum of 1-3 years experience with customer successEffective communication skills, both verbal and writtenAbility to multitask in a fast-paced but supportive environmentExcellent attention to detailProcess driven, with strong administrative skillsProficient user of the Salesforce.com CRM or similarBasic knowledge of Information Technology networking principles and application protocols or cyber securityIntermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.$66,000- $78,000 + Commission 10% of On-Target-Earnings + benefits+ optionsApplicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.About ExtraHop
ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights Voice of the Customer, and as a Leader in the Forrester Wave: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity. ExtraHop CEO Patrick Dennis has been featured on NYSE TV and NASDAQ to discuss how companies can monitor accidental misuse of generative AI tools.Benefits/perks listed below may vary depending on the nature of your employment with ExtraHop and the country where you work.Health, dental, and vision benefitsHonor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer TimeNon-Commissioned positions are eligible to participate in annual discretionary bonus planFSA and Dependent Care Accounts + EAP where applicableEducational Reimbursement401k with employer match or Pension where applicablePet Insurance (US only)Parental Leave (US Only)Hybrid and Remote Work ModelCandidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability, HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats.Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec
#J-18808-Ljbffr