Customer Success Manager, EMEA (Remote UK)
Customer Service, Sales & Business Development
Posted on Thursday, May 18, 2023
Anomali delivers earlier detection and identification of adversaries in your organization’s network by making it possible to correlate tens of millions of threat indicators against your real time network activity logs and up to a year or more of forensic log data. Anomali’s approach enables detection at every point along the kill chain, making it possible to mitigate threats before any material damage to your organization has occurred.
Customer Success Manager (CSM) at Anomali is responsible for driving customer adoption of Anomali solutions throughout our clients. A true customer first success program achieved by delivering intelligence initiatives designed to add business value, implement best practices, and mature our customers cyber threat intelligence program. You will fulfill a trusted advisor role and educate customers on Anomali product capabilities. Engage in other professional services as necessary and provide technical guidance/direction to our customers. This includes, but may not be limited to, customer onboarding, training, support, and technical enablement on how to best get value from Anomali products.
Candidates should possess strong application and functional expertise in cyber threat intelligence (CTI) or SOC Operations. Enjoy teaching, sharing and guiding customers as they learn to adopt Anomali products into their CTI and SOC program. CSM’s maintain strong working relationships with their customers as well as, internally, working closely with Sales, Services, Marketing, Engineering and Product Management teams. This position is based either in, or near, Belfast or elsewhere in the United Kingdom of Great Britain and Northern Ireland, preferably near a major transportation hub.
•Work closely with Sales team members to transition customers from Pre-Sales to Customer Success Management program.
•Work closely with customers to understand their strategic goals and other key performance indicators
•Establish measurable criteria for success based on customer goals building organizational alignment for onboarding
•Ensure seamless product deployment and customer onboarding in stipulated timeframe while working closely with Sales, Product Management, Engineering, and Solutions teams
•Establish weekly, bi-weekly, monthly, and quarterly engagements with customer to implement established goals providing consistent touch points for existing customers
•Conduct Quarterly Success Reviews (QSRs) to showcase customer program milestones, communicate the value of our product to customers leadership and showcase ROI
•Work closely with customers to identify, define and implement use cases for Anomali products
•Drive customer adoption to ensure customer satisfaction, account renewal, and customer Anomali program maturity
•Provide regular customer status updates to Leadership Team, including at-risk customers
•Document customer interactions and communicate them to various internal teams
•Continuously monitor and review customer engagement analytics and develop customer success plans to mitigate potential risks
•Understand customer pain points and help drive solutions by escalating and coordinating solutions between Product Management and Engineering
•Coordinate with relevant internal stakeholders to ensure delivery of new features and custom requirements
•Work with customers to maximize customer value realization by ensuring a productive partnership
•Demonstrate the fundamental understanding of Anomali technology through product demonstrations and presentations and articulate the advantages of our solution against competitors
•Develop a trusted advisor relationship with customers and mature their Cyber Threat Operations (CTO) program into referenceable customers advocating strongly on behalf of Anomali and the customer success experience
•Strong background working in a customer-facing environment and driving intelligence initiatives to improve customer’s CTO program and customer satisfaction in a highly technical environment
•5+ years relevant work experience as a SOC Analyst or Manager preferred
•Minimum Bachelor's degree in related technical field
•Strong customer management skills with ability to influence customer decisions
•Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team
•Willingness to learn and understand our solutions able to teach the product to our customers
•Experience in managing Fortune 500 customers in enterprise software space
•Extremely organized with the ability to manage multiple customers remotely
•Superior customer facing skills and ability to establish executive level relationships
•Comfortable working in extended time zones to align with the global team and in a fast paced environment
•Highly motivated self-starter with competitive personality and strong attention to detail
•Team player with a desire to work in a fast-paced, goal-oriented high growth environment
•Exceptional communication skills, both oral and written
•Excellent time management skills and the ability to multi-task across multiple assignments
•Technical experience in any of the following Python coding, SOAR automation, SOC Analysis, Cyber Threat Intelligence analysis, SIEM integration, or XDR experience desired
•Experience with any of the following: Elastic, ArcSight, Splunk, IBM QRadar, Microsoft Sentinel, Google Chronicle, Sumologic, Devo, FireEye, CrowdStrike, Palo Alto, a plus
•There is a strong preference for additional European language skills (German, Spanish, Italian).
Predominately EMEA, 25% Travel (once COVID travel restrictions are lifted)
Travel may include but not limited to: customer locations, local user groups, user conferences events, corporate events is required.
o Competitive Salary
o Private Healthcare Plan
o Dental Plan
o Optical Plan
o Paid Public Holidays
o Accrued Paid Time Off – 25 days
Equal Opportunities Monitoring
It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability, qualifications, and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individual's disability, race, religion, sex, age, or sexual orientation. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented.
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