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  • Customer Success Manager - Adelaide - DTEX Systems

    DTEX Systems
    DTEX Systems Adelaide

    2 weeks ago

    Default job background
    Full time
    Description
    About DTEX Systems
    We are a leader in Insider Risk Management with serious growth plans and opportunities for everyone in our team. Whether you're looking to develop into a management position or establish yourself as an industry expert, we support your career goals.

    Our philosophy towards our business is the same as our philosophy towards technology: people come first. We help hundreds of organizations worldwide better understand their workforce, protect their data, and make human-centric operational investments. At DTEX, our future depends on bright, energetic, talented people who share a passion for building the next generation of user behavior intelligence.

    Why Choose DTEX:
    • Opportunity to be part of a disruptive high growth success story.
    • DTEX is a great place to work due to its mission-oriented culture and passion for protecting customers.
    • We offer exciting growth opportunities and an excellent platform for individuals to contribute to thought leadership as experts in their field.
    • We are uniquely positioned to solve highly relevant and complex risks and challenges associated with insider risk.
    • Opportunity to be part of a business that's passionate about creating first-of-a-kind solutions.
    • Best in class benefits.
    Role Description
    We're seeking a dynamic Customer Success Manager who will drive customer satisfaction and account growth across a portfolio of named accounts. Successful candidates will have relationship and project management skills enhanced by a clear devotion to helping customers drive maximum value from their DTEX investment.

    Responsibilities:
    • Serve as the primary point of contact for an assigned portfolio of customers in all aspects of the post-sales relationship.
    • Conduct Account Planning alongside Sales and i3.
    • Assist customers with setting up and navigating DTEX InTERCEPT and Pulse.
    • Expand customer commercial relationship and identify relevant upsell opportunities.
    • Partner with Sales team to bring relevant upsell opportunities to closure.
    • Ensure timely completion of customer facing deliverables such as executive business reviews, support, investigation, and professional services requests with the support of internal department representatives.
    • Assist in creating training courses and educational materials.
    • Engage with increasingly senior levels of the customer organization to evangelize DTX products and services.
    • Work internally and with customers to translate complex technical requirements into implemented solutions.
    • Advocate for needs as the customers' voice within DTEX.
    Additional responsibilities may include:
    • Provide insight and technical knowledge to other internal groups as needed.
    • Educate customer on best practices for DTEX platform usage.
    • Triage technical issues and drive issue escalation within DTEX Support and Engineering.
    • Provide feedback based on personal and customer impressions of DTEX services, report bugs and problems encountered in the field, and make recommendations for improvement and new service features.
    Qualifications:
    Required Skills & Knowledge:
    • 7+ years of experience in a customer-facing customer success, operations, project or account management role.
    • Excellent communication (written and verbal) skills, both internally and externally.
    • Demonstrated competency communicating with executive, manager and individual contributor levels.
    • Accountability and personal organization.
    • Strong ability to communicate technical concepts to customers in a business-oriented way combined with the ability to communicate customer technical requirements internally to engineering oriented resources.
    • Security domain knowledge is essential.
    • Project management skills to drive simultaneous efforts across multiple groups to ensure timely completion of deliverables.
    • Ability to handle a broad portfolio of competing customer needs.
    • Ability to convey customer concerns to different internal stakeholders (Support, Development).
    Desirable Skills & Knowledge:
    • Experience with complex SaaS solutions.
    • Strategic understanding of various components of a typical Security Stack including SIEM products (e.g. Splunk, Google SecOps, Microsoft Sentinel).
    • Strategic understanding of integration methods and use cases.
    About Working at DTEX Systems:
    We are proud to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics.

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