Job type full-time
Full job description
Nozomi networks (www.nozominetworks.com) is the emerging leader of iot cybersecurityWhether our clients need fast product enhancements, onsite engineering support, or rapid deployment across continents, we deliverWe accelerate digital transformation by providing exceptional network visibility, threat detection and operational insight for ot and iot environments.
Nozomi networks is looking for a proven 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 retentionYou 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 impactThe 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.
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing customer value.
Improve customer experience through data and trend analysis.
Own and drive customer onboarding processes.
Evaluate and improve tutorials and other communication infrastructure.
Mediate between clients and the organization.
Work across departments ensuring proper customer visibility and outcomes are met.
Handle and resolve customer requests and concerns ensuring improvements to customer experience.
Aid in product design and product development through customer feedback.
Assist in creating training courses and educational materials for other members of the department.
Minimize customer churn.
3-5 years of 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.