Key skills
Networking technologies - TCP/IPNetworking technologies - DNSCyber Threat IntelligenceDigital Risk ProtectionInformation security systemsReport maintenanceData analysisPattern identificationClient management - B2B marketAccount management - B2B marketPre-sales account managementCustomer experience developmentCustomer Journey MapPublic speakingService-desk systemsProject ManagementCommunicationCustomer SuccessSales
About this role
Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. The Customer Success Manager is responsible for planning project activities, customer support and training, and monitoring the quality of customer support throughout the project life cycle.
Responsibilities:
- Customer onboarding through initial briefing, systematic training, and interim meetings
- Developing, regular adjustments and subsequent execution of the project work plan with the customer
- Regular communication with the customer and the project team, following up and adjusting the organisation of the workflow in the production department
- Proactive identification of any problems with the customer and project activities to minimise negativity and build customer loyalty/satisfaction
- Timely notification and holding concise discussions with the customer about new trends, features and interesting facts related to project activities
- Providing regular spot support to the client in non-standard enquiries and dealing with incidents of varying levels of complexity
- Preparing materials and executing project safeguarding activities
- Carrying out local/global customer satisfaction surveys
- Keeping project databases up to date, including work in planning, project management, and helpdesk systems
- Working on developing and upgrading internal business processes
Requirements:
- Basic understanding of networking technologies (TCP/IP, DNS)
- Basics of Cyber Threat Intelligence and Digital Risk Protection class information security systems
- Ability to maintain reports, analyse information, find patterns and identify points of impact
- Experienced in the position of client/account/pre-sales account manager in a B2B market
- Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners
- Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map)
- Strong presentation and public speaking skills
- Skilled in service-desk systems interaction