Customer Service Representative assisting AAA members with insurance inquiries via inbound calls. Engaging with members and delivering personalized solutions in a fast - paced environment.
About the role
- Act as primary advocate for customers to drive satisfaction and success with TENEX cybersecurity services. Collaborate with teams to enhance customer experiences and onboard clients effectively.
Responsibilities
- Act as a trusted advisor to customers, ensuring they fully leverage TENEX’s MDR platform to meet their cybersecurity needs.
- Own the customer relationship post-sale, driving engagement, retention, and expansion opportunities.
- Develop and execute customer success plans, ensuring smooth onboarding and continued adoption of TENEX’s services.
- Serve as the voice of the customer, providing feedback to internal teams to drive continuous product and service improvements.
- Conduct regular business reviews with customers to assess security posture, provide insights, and align on future goals.
- Proactively identify risks and implement strategies to mitigate churn, ensuring high customer satisfaction.
- Collaborate cross-functionally with Sales, Product, Engineering, and Security Operations teams to deliver exceptional customer experiences.
- Educate customers on best practices, new features, and enhancements to maximize their security outcomes.
- Track and analyze customer usage data to identify trends, opportunities, and areas for improvement.
- Facilitate contract renewals and support expansion efforts in partnership with the Sales team.
- Travel as needed (10-15%) to meet with key customers and strengthen relationships.
- Support Customer Success Managers on key TENEX accounts.
Requirements
- 1+ years of experience in Customer Success, Account Management, or a related role in cybersecurity, SaaS, or MDR services.
- Fundamental understanding of cybersecurity principles, threat detection, and incident response.
- Familiarity with SIEM, EDR, SOAR, or other security technologies is a plus.
- Proven ability to manage customer relationships, drive adoption, and ensure customer satisfaction.
- Strong problem-solving and analytical skills to identify customer pain points and deliver solutions.
- Excellent communication and presentation skills, with the ability to convey complex security concepts in an easy-to-understand manner.
- Highly organized with strong project management capabilities.
- Ability to work independently while collaborating effectively with internal teams.
- Passion for helping customers succeed and a proactive approach to relationship management.
- Bachelor’s degree in Cybersecurity, Computer Science, Business, or a related field (or equivalent experience).
- Certifications such as CISSP, CISM, or CSM (Certified Customer Success Manager) are a plus.
Benefits
- Opportunity to work with cutting-edge AI-driven cybersecurity technologies and Google SecOps solutions.
- Collaborate with a talented and innovative team focused on continuously improving security operations.
- Competitive salary and benefits package.
- A culture of growth and development, with opportunities to expand your knowledge in AI, cybersecurity, and emerging technologies.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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