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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer engagement and relationship management, with a strong focus on promoting product value and achieving customer success outcomes. Proficient in bilingual communication and capable of coordinating cross-functional strategies to enhance customer experiences.
Highest-signal resume keywords
Customer Success ManagementBilingual Communication (Spanish & English)Cyber Security KnowledgeRelationship BuildingProject Management Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Engagement WorkflowsCustomer Health AssessmentProfessional Services CoordinationDocumentation SkillsAttention to Detail
Soft Skills
Exceptional Verbal CommunicationWritten Communication SkillsGrowth MindsetFlexibility in Working HoursIndependent Initiative
Tools & Technologies
Email ApplicationsSpreadsheetsPresentation SoftwareCommunity Platforms
Industry Keywords
Customer Relationship ManagementNetworkingVoice of CustomerCustomer Success PlansBusiness Reviews
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Analyze customer requirements and promote the highest-value application of ExtraHop in customers' business environments
- Help secure contract renewals and identify growth opportunities by assisting customers in achieving successful outcomes with ExtraHop products and services
- Engage ExtraHop end-users to provide targeted assistance and enablement
- Assess customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training
- Lead and facilitate new-customer initial onboarding and introduction to ExtraHop
- Assess and document customer health and maturity levels to improve engagement strategy
- Execute direct customer-engagement workflows and automated processes
- Contribute to Voice of Customer activities and provide input on product and service roadmap priorities
- Represent customer needs and expectations across ExtraHop business units
- Champion customer needs and product-enhancement opportunities with development teams
- Develop and maintain Customer Success Plans documenting desired outcomes and value expectations
- Promote customers' use of the community platform and self-service capabilities
- Develop deep relationships with key customer stakeholders and technology leaders
- Recognize organic expansion opportunities and engage Sales to pursue them
- Host recurring customer meetings, working sessions, and Business Reviews
- Coordinate customer engagement and strategy with Sales, Marketing, Product, and Support
Requirements
What you’ll need- Essential Language skills: Spanish & English
- Other languages; Arabic, French, German or Portuguese would be highly desirable
- Any formal qualifications or training attended in Cyber Security or Networking a Plus
- Exceptional verbal and written communication skills
- Ability to present to a variety of audiences
- Track record of building and managing relationships, both Internally and with Customers
- Documenting Notes, Actions and Next steps to a high standard with strong follow up discipline
- Ability to work Flexible hours to support International Customers
- Growth mindset: Desire and passion to build and growth technical skills and knowledge in Cyber and Networking
- First class attention to detail
- Takes ownership of all tasks, working flexibly with independent initiative and direction from Customer Success Management
- Any experience with project management, customer success or customer relationship management is a plus
- Intermediate-level skills with general corporate applications such as Email, Spreadsheets and Presentations
Benefits
Comp & perks- Sales commissions eligibility
- Stock option grants
- Health, Dental, and Vision Benefits
- Flexible PTO
- Sick Time Prorated Based on Date of Hire
- All Federal Holidays (US Only)
- 3 Days of Paid Volunteer Time
- Annual Discretionary Bonus Plan eligibility for non-commissioned positions
- FSA and Dependent Care Accounts + EAP, where applicable
- Educational Reimbursement
- 401k with Employer Match or Pension where applicable
- Pet Insurance (US Only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model