Cybereason Customer Success Analyst - DACH 

Ireland 

483128407

Cybereason is on a mission to reverse the adversary advantage by empowering defenders with ingenuity and technology to end cyber attacks.

About the role:

Executive Business Reviews (EBRs):

• Coordinate and schedule EBR meetings with Enterprise Customers and the Cybereason Account Team.
• Prepare presentation materials, agenda, and relevant data insights for EBR meetings.
• Capture customers feedback on Cybereason Products and Services, register achievements, challenges, and opportunities for collaboration and growth.

Cadence Calls:

• Organize and facilitate monthly cadence calls with assigned customer accounts and the Cybereason Account Team.
• Collaborate with internal teams to gather relevant updates and action items for discussion during cadence calls.
• Document meeting minutes, action items, and follow-up tasks to ensure accountability and progress tracking.

Customer Success Plan:

• Maintain a detailed record of actions outlined in the Customer Success Plan for each customer account.
• Monitor progress on action items, follow up with internal and external stakeholders as needed, and ensure timely completion.
• Update the Customer Success Plan with relevant insights and adjustments based on customer feedback and evolving needs.

Customer Health and Reporting:

• Maintain a clear overview of customers' technical health by frequently checking backend versions, sensor versions, and used product configurations against Cybereason best practices.
• Track and administer Risk identified by the Cybereason Sales Account Team in the renewal opportunity in Salesforce.
• Gather data and metrics related to customer health, satisfaction, and usage of products or services.
• Create regular reports and dashboards to track key performance indicators (KPIs) and trends in customer success metrics.
• Present findings and recommendations to internal stakeholders, including leadership teams, to inform strategic decision-making.

What do you bring?

• 3+ years of experience in customer success, technical account management, project management or related customer-facing roles.
• Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates.
• Project management experience with all aspects of the post-sales experience, from small to enterprise-sized customers, spanning tasks from onboarding, product upgrade planning, and providing L1 support to feature training.
• Be the voice of the customer internally; bring in the right people to deliver the best Service.
• Strong internal and external communication skills.
• Salesforce knowledge, metrics-driven
• Ability to travel as needed (<15%)
For this role you need to speak German and English fluently. Any other language is a plus.