Cybersecurity Analyst - Customer Success

$104,000 - $114,400/Yr

Cilable - Richmond, VA

Full-time - Mid Level

Remote - Richmond, VA

About the position

The Cybersecurity Analyst - Customer Success role is designed for a dedicated professional who will serve as a vital link between the company's security solutions and its customers. The primary focus is to ensure that customers maximize the value of the security products they use. This involves analyzing customer feedback, monitoring account health, and proactively engaging with clients to enhance their overall experience and satisfaction with the security offerings.

Responsibilities

• Actively engage with customers to understand their needs, challenges, and goals regarding security solutions.
• Monitor customer accounts to assess health metrics, usage patterns, and potential areas for improvement or risk.
• Analyze customer data to identify trends, insights, and opportunities for upselling or cross-selling security products and services.
• Address customer inquiries and concerns regarding security products, working closely with technical teams to provide timely resolutions.
• Develop and deliver training materials and sessions to help customers effectively use security solutions.
• Collect and document customer feedback to relay to product and development teams for continuous improvement of security offerings.
• Share industry best practices and security insights with customers to help them enhance their security posture.
• Collaborate with sales, marketing, and product teams to ensure alignment on customer needs and satisfaction initiatives.

Requirements

• 5 years of experience in customer success and delivering exceptional service.
• 5 years of experience in account management within the cybersecurity industry.
• 5 years of experience in identifying and addressing customer issues.
• 5 years of experience with data analysis and reporting tools, CRM systems.
• Experience with security frameworks (e.g., NIST, ISO) is a plus.

Benefits

• Contract position with pay ranging from $50.00 to $55.00 per hour.
• Hybrid remote work location in Richmond, VA.