Customer Success Manager

About Trantor

Founded in 2009, Trantor is a leading software services company headquartered in Menlo Park, California. We deliver innovative technology solutions which enable our clients to achieve their business objectives holistically keeping the big picture in the front and center.

People working at Trantor practice pragmatism in software engineering and focus on customer success. This has led to extremely positive long-term working relationships with our clients and solution partners. They participate in different forums at Trantor to solve complex business and algorithmic problems across business domains. They also actively participate in and nurture the local tech communities.

Please visit https://trantorinc.com for more details.

 

 

Why work at Trantor

We value diverse perspectives and hire to enrich our teams with new ideas and perspectives.

  • Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities.
  • You are encouraged to communicate openly and share opinions irrespective of your role or designation.
  • Good work/life balance – We have strong work ethics towards our customers; at the same time, we also value your life outside of work.
  •   Many of us have worked together at previous companies, and choose to work together again and again because we respect one another.

 

Job Description

  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing our solutions to achieve their business and security objectives.
  • Assist customers in implementing custom integrations and workflows to ensure our solutions are fully integrated into their Security Operations Center.
  • Be the first line of defence in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams.
  • Serve as a customer advocate in influencing product roadmap and improvements.
  • Coach customers on how to establish and manage their Cloud Security Change Management/ Governance/ Center of Excellence program.
  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed.
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.
  • Be the Go-To customer specialist on public cloud security solutions and become a Subject Matter expert over time.
  • Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.

 

Candidate Profile

  • Have a proven track record with a minimum of 6-10 years in Customer Success, Pre-sales or Post Sales, Technical account management or Consulting experience in Networking, Cloud-based security services, Software-defined networks or similar roles in a Cybersecurity/SaaS solutions company.
  • Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity. Preferably AWS CCP and/or AZ900 certified.
  • Working knowledge of Scripting, Microservices and SIEM/SOAR would be an added advantage.
  • Exceptional communication skills – listening skills, verbal communication, and writing skills.
  • Customer focus, delivery of customer success value, driving customer satisfaction.
  • Strong organizational, multi-tasking mindset skills are required. The ability to track, and manage deliverables, Project management is a plus.
  • Experience with managing service-type relationships with high-profile or top-tier accounts.
  • Solid technical understanding with the ability to learn the complexity of our products.
  • Experience working in the tech industry, security preferred.
  • Must be able to build relationships with customers, internal stakeholders/ecosystem.
  • Be able to focus on keeping the customer operationally stable (case and escalation management)
  • Ability to keep overall account strategy and growth opportunities in mind.
  • An Engineering degree or their equivalent, MBA is a plus

Job Category: Customer Success Manager
Job Type: Full Time
Job Location: Remote / LATAM

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