Customer Service Associate providing support and handling inquiries via calls, emails, and chats for Travelers. Aiming to build customer satisfaction and trust in a professional 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
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Not specified
Degree requirement
Tech skills
Location requirements
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