Explore Career Opportunities with TrustMAPP

CUSTOMER SUCCESS ASSOCIATE

Our cybersecurity software company is seeking a proactive and customer-oriented Customer Success Associate to join our dedicated team. In this critical role, you will be the cornerstone of our customer relationships, ensuring that clients derive maximum value from our cybersecurity solutions. Your focus will be on customer onboarding, support, and advocacy, helping to increase customer satisfaction, retention, and ultimately contributing to our company’s growth. The ideal candidate will have a solid understanding of cybersecurity concepts, strong communication skills, and a passion for technology and customer service.

KEY RESPONSIBILITIES

  • Customer Onboarding: Facilitate a smooth and effective onboarding process for new ensuring they understand how to utilize our cybersecurity software to its full potential.
  • Ongoing Support: Provide ongoing support and guidance to addressing any technical questions or issues related to our software in a timely and efficient manner.
  • Customer Education: Develop and deliver educational content and resources to help customers understand cybersecurity best practices and how to leverage our software for their security needs.
  • Feedback Loop: Actively gather customer feedback on product functionality and user working closely with the product development team to suggest improvements or new features.
  • Customer Advocacy: Serve as the voice of the customer within the advocating for customer needs and priorities in product development discussions.
  • Retention and Expansion: Implement strategies aimed at customer retention and identify opportunities for account expansion by promoting additional features or services.
  • Performance Tracking: Monitor and report on key customer success metrics, including usage patterns, satisfaction levels, and renewal rates, using CRM and other tools.
  • Cross-Functional Collaboration: Work closely with sales, marketing, product, and technical teams to ensure a cohesive and integrated customer experience.

QUALIFICATIONS

  • Bachelor’s degree in Information Technology, Business Administration, or a related field.
  • 2+ years of experience in customer support, or account management roles, preferably in the cybersecurity or technology sector.
  • Strong understanding of cybersecurity trends, and software solutions.
  • Excellent communication and interpersonal skills, with the ability to clearly explain complex technical concepts to a non-technical audience.
  • Demonstrated problem-solving skills and the ability to manage complex customer situations.
  • High level of customer empathy and the drive to go above and beyond to help customers succeed.
  • Proficiency in CRM software (e.g.. Salesforce), Microsoft Office Suite, and other customer success tools.
  • Ability to work in a fast-paced and evolving managing multiple priorities and tasks efficiently.
  • Team player with a positive attitude and strong work ethic.

WHAT WE OFFER

  • Competitive salary with performance incentives.
  • Career growth opportunities in a rapidly expanding technology firm.
  • A dynamic, supportive, and collaborative work environment focused on innovation and customer success.
  • Comprehensive benefits package, including health, and vision insurance, retirement savings plan, and generous paid time off.
  • Professional development and continuous learning opportunities in cybersecurity and customer success.

HOW TO APPLY

Interested candidates should submit a resume and a cover letter explaining their interest in the role, their relevant experience in customer success and cybersecurity, and how they can contribute to the success of our customers and company. Please include examples of how you have positively impacted customer satisfaction and retention in previous roles. Please email your materials to info@trustmapp.com