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TITLE

 

Customer Success Manager

COMPANY

 

Exabeam

LOCATION

 

Dublin, IE

Description

Exabeam is the Smarter SIEM™ company. We help security operations and insider threat teams work smarter, allowing them to detect, investigate and respond to cyberattacks in 51 percent less time. Security organizations no longer have to live with excessive logging fees, missed distributed attacks and unknown threats, or manual investigations and remediation. With the modular Exabeam Security Management Platform, analysts can collect unlimited log data, use behavioral analytics to detect attacks, and automate incident response, both on-premise or in the cloud. Exabeam Smart Timelines, sequences of user and device behavior created using machine learning, further reduce the time and specialization required to detect attacker tactics, techniques and procedures.
 
Position Overview 
 The Customer Success Manager at Exabeam is responsible for developing and expanding customer relationships that promote retention and loyalty leading to a successful renewal.  As a CSM at Exabeam, you will be responsible for ensuring the successful adoption of Exabeam solutions which will lead to a world class customer experience and customer retention.
 

Responsibilities

    • Reports to the Sr. Director of Customer Success
    • Primary owner of post-deployment customer relationship
    • Determines business needs of the customer and partners with them to achieve and exceed success criteria
    • Provide consultatory guidance and resources to drive the rapid adoption / demonstrate value of Exabeam products into your customer environment
    • Partner with Exabeam Customer Success and Engineering infrastructures to provide a world class service and support experience
    • Manage customer escalations to ensure the highest level of customer satisfaction
    • Manage Exabeam Customer Support process training/review sessions
    • Prepare and deliver weekly/bi-weekly case reviews
    • Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
    • Conduct Periodic Business Reviews to review Exabeam product and support performance
    • Document and maintain customer information and educate other Exabeam internal resources on the supported customer(s)
    • Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
    • Responsible for the successful renewal /up-sells of the customer service contract

Qualifications

    • 5-7 years of experience in supporting complex technology in the security space in a customer facing environment
    • Must have strong communication, interpersonal, and leadership skills, and have demonstrated a history of high-level achievement in cross-functional organizations
    • Past experience with Executive level communication/presentation highly desirable
    • Passion for ensuring your customer is successful in every facet of their business in which Exabeam plays a role
    • Working knowledge of UEBA and SIEM is highly desirable
    • Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities
    • Must be proficient with Microsoft Office, and have strong data analysis and presentation skills
    • BS/BA preferably in a technical field
Exabeam is privately funded by Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit https://www.exabeam.com or follow us on LinkedIn and Twitter.

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