Customer Success Manager, Singapore at ExtraHop
Singapore

Do you want to work with a platform and technology where you can help customers solve critical business problems? Do you enjoy and excel at building lasting customer relationships? 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. At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us, you’ll 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 Technical Customer Success Manager, you will play a leading role in accomplishing the following goals:

  • 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

Required Qualifications and Experience

We’re looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:

  • Four-year college degree, preferably in a technical field such as management information systems or information technology
  • Previous experience working as a Customer Success Manager (or similar role) within the high-tech industry
  • Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) 
  • 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
  • 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