Customer Success Manager

Nozominetworks • USA • 2d ago

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity. We have hundreds of customers in more than 30 countries and we’re just scratching the surface.

As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and grow into a trusted customer advocate. 

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. 

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will: 

Develop and manage customer portfolio. 
Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.  
Drive revenue growth by demonstrating successful achievement of customer guided value measures 
Minimize customer churn through customer success plans and customer lifecycle management. 
Resolve customer requests and concerns ensuring improvements to customer experience. 
Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.  
Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information. 
Be a reliable point of contact and brand ambassador for Nozomi and its products.  
Work across departments ensuring proper customer visibility and outcomes are met. 
Aid in product design and product development through customer feedback. 
Assist in creating training courses and educational materials for other members of the department. 
Evaluate and improve tutorials and other communication infrastructure.

To be successful in this opportunity, you will have: 

Proven experience in customer service or customer success position strongly preferred 
Experience working with brand image and promoting value through customer experience 
Accountability, personal organization, and ability to multi-task. 
Self-driven and proactive nature. 
Excellent communication and interpersonal skills. 
Leadership and Competency engaging with CxO to technical staff. 
Experience analyzing and optimizing processes in the Customer Success department. 
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. 
High computer literacy and ability to learn new software. 
Knowledge of customer success processes. 
Experience in knowledge and document creation. 
Patient and active listener. 
Passion for service.

Who we are and what we stand for:

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

Our Global Benefits

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

Health & Wellness
Financial
Work-Life Balance
Unparalleled Flexible Time-Off

Need to know information

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