Customer Success Manager - Cybersecurity

Arrow Electronics Inc-posted 3 months ago
Full-time • Mid Level
Casablanca, MA
5,001-10,000 employees
Merchant Wholesalers, Durable Goods
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We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Manager. As a crucial member of our organization, you will play a pivotal role in ensuring customer satisfaction through effective engagement and support. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering exceptional service. We are in the process of massively expanding the Customer Success Manager team to provide top-tier, white-glove service to some of the largest organizations in Europe, ensuring they receive the support they need to succeed with their Symantec and Carbon Black Cybersecurity products and services.

  • Establish and maintain strong relationships with customers, serving as their main technical point of contact.
  • Proactively engage with customers to understand their needs and challenges.
  • Collaborate with the sales team to understand customer requirements and offer tailored solutions.
  • Reach out to customers regularly to check on their satisfaction, inform them about updates, and gather feedback to identify improvements.
  • Provide guidance from lessons learned and proactively recommend software updates and upgrades.
  • Engage with clients post-sales, ensuring successful onboarding, providing ongoing support and fostering customer satisfaction.
  • Guide new and upgrading customers through the initial setup and introduction to the product service.
  • Conduct product demonstrations and training sessions for customers to showcase the capabilities and features of our offerings.
  • Assist in the installation and setup of products at customer sites, ensuring a seamless integration process.
  • Develop a deep understanding of the company's products or services to effectively communicate their value and features to customers.
  • Provide technical assistance and support to customers in utilizing our products or services effectively.
  • Serve as a primary point of contact for technical inquiries and issues, working closely with customers to troubleshoot and resolve problems.
  • Work with Support organization, address customer inquiries, troubleshoot issues, and provide timely and effective solutions.
  • Reduce time to resolution by integrating, in a personalized way, with the end customers operations team.
  • Document and escalate complex issues to the appropriate internal teams for further investigation and resolution.
  • Develop and deliver training materials for customers and internal stakeholders.
  • Create comprehensive documentation, including user guides and troubleshooting manuals.
  • Monitor and analyze customer success metrics, such as customer satisfaction scores, retention, and product adoption.
  • Degree in Business Administration, Computer Science, or related field.
  • Minimum of 2-3 years of experience in an IT-technical position or CSM role.
  • Display a thorough understanding of cybersecurity.
  • Industry certifications such as CISSP, CEH, CompTIA Security+, CISA, CISM or similar are highly beneficial.
  • Experience in managing and retaining enterprise accounts.
  • A positive cheerful disposition with excellent customer service skills & strongly motivated to help customers.
  • Excellent interpersonal and communication skills: face-to-face, telephone and written.
  • Excellent English and French skills both written and verbal. (Good command of German will be a strong asset).
  • The ability to acquire skills, pay attention to details, and develop quickly is essential.
  • Experience in administration, installation and troubleshooting of Windows or Linux based devices and networks.
  • Ability to adapt to new situations, time management, and problem-solving skills.
  • Support in training with industry recognized qualifications.
  • Development in all aspects of the role from customer services skills and specific vendor certifications.
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