Sr. Customer Success Manager - Eastern Time Zone

March 8

ExtraHop

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Security Uncompromised

IT Management • IT Operations Management • Application Performance Management • User Experience Monitoring • IT Operations Analytics

501 - 1000

💰 $41M Series C on 2014-05

Description

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment • Engage ExtraHop end-users to provide targeted assistance and enablement • Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training • Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop • Assess and document customer health and maturity levels to improve customer engagement strategy • Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community • Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities • Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations • Measure and address risk to ensure customer enablement, adoption and satisfaction is at a sufficient level to provide optimal opportunity to renew their ExtraHop services subscription.

Requirements

• Four-year college degree, preferably in a technical field such as management information systems or information technology, or equivalent experience • Effective communication skills, both verbal and written • Ability to multitask in a fast-paced environment • Excellent attention to detail • Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately • STRONG knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) not required but preferred • Experience with project management a plus • Data interpretation experience using the ExtraHop platform a plus • Experience in Enterprise IT application or networking support a plus

Benefits

• Health, dental, and vision benefits • Honor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer Time • Non-Commissioned positions are eligible to participate in annual discretionary bonus plan • FSA and Dependent Care Accounts + EAP where applicable • Educational Reimbursement • 401k with employer match or Pension where applicable • Pet Insurance (US only) • Parental Leave (US Only) • Hybrid and Remote Work Model