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TITLE

 

Manager, Customer Success (West Coast)

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions.

Exabeam is the leader of user and entity behavior analytics. We deliver a complete Security Intelligence Platform that enables customers to easily collect all of their security relevant data, to accurately detect complex threats, and to effectively respond to security incidents. We exponentially increase the productivity and effectiveness of valuable security operations teams by enabling them to cut through the noise of thousands of alerts and focus immediately on high-risk user profiles and behaviors.

Position Overview
Exabeam is looking for a Manager of Customer Success to provide high quality, efficient support services for Exabeam’s North American West Coast customers. In this role, you will lead the Customer Success Team for our North American West Coast customers in our HQ and will be responsible for all aspects of Customer Success.
 
You will be measured on NPS, achievement of targets for KPIs and employee satisfaction. The role reports to the Sr. Director of Customer Success.

Responsibilities

        Develop and ensure adherence to support processes
        Develop the KPIs measuring quality and efficiency of support delivery
        Set KPI goals and execute initiatives to achieve them
        Directly and actively supervise all operational aspects of support delivery
        Recruit and develop your support team
        Ensure consistency with your EMEA and APJ counterparts
        Develop capacity plans
        Ensure coordination of support with other Customer Success functions
        Manage customer escalations
        Lead Periodic Business Reviews with your customer
        Partner with your customers to ensure they are following Exabeam recommended Best Practices

Qualifications

        Extensive experience with large enterprise technology deployments
        Very strong metrics orientation
        Very strong process development, program management and execution skills
        Track record of innovation with services technologies
        Excellent customer management and escalation management skills
        Management style and disposition: hands-on, motivational, collaborative, transparent, no ego
        Experience with cybersecurity operational practice preferred
        BA/BS in technical discipline desired

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