Experienced Customer Success Consultant – Strategic Account Management and Cybersecurity Solutions Expert

Welcome to blithequark

blithequark is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, blithequark defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. blithequark's services and products connect through the blithequark Central management console and are powered by blithequark X-Ops, the company's cross-domain threat intelligence unit. blithequark X-Ops intelligence optimizes the entire blithequark Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors.

About the Role

The Customer Success Organization at blithequark focuses on our most strategic customers. As a Customer Success Consultant, you will have a portfolio of accounts and lead the engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value. You will leverage your expertise to guide our customers through their journey, maintain consistent engagement, ensuring they achieve their goals and derive maximum value from our products, as well as identify opportunities for additional blithequark products and services.

Key Responsibilities

• Manage named accounts, accountable for engagement and satisfaction over the lifetime of the customer.
• Establish key relationships with the customer, ensuring regular check-ins to understand and address promptly client needs and concerns.
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of blithequark technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products.
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value blithequark's services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within blithequark are engaged for quick resolution.
• Work within the wider Customer Success team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

Essential Qualifications

• Experience in customer success roles, with additional experience in customer support, sales, or business development being a plus.
• Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
• Experience in translating customer issues and needs into business or solution requirements.
• Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.
• Excellent organizational skills and ability to establish milestones and keep project plans on task.
• Understanding how organizations measure value and drive revenue, with experience in recurring revenue sales models and renewal processes being an advantage.
• Strong cybersecurity knowledge is an asset.
• Fluency in English required, with additional language skills being beneficial.
• Flexibility to travel.

Preferred Qualifications

• Proven track record of success in a customer-facing role, with a strong understanding of customer needs and pain points.
• Experience working with large, complex organizations and navigating multiple stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Success Consultant, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure you have the skills and knowledge needed to succeed in your role.
• Ongoing training and development opportunities to help you stay up-to-date with the latest cybersecurity trends and technologies.
• Opportunities to work with a range of customers and industries, helping you to develop a broad range of skills and experience.
• Regular feedback and coaching to help you achieve your career goals and develop your skills and abilities.

Company Culture and Benefits

At blithequark, we pride ourselves on our positive and inclusive company culture. We offer a range of benefits, including:

• Remote-first working model, with the option to work from home or from one of our offices.
• Flexible working hours, with the ability to work from anywhere and at any time.
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Opportunities to get involved in company-wide initiatives and events, including charity work and social activities.
• Access to a range of employee-led diversity and inclusion networks, helping to build a sense of community and belonging.

Compensation and Perks

We offer a competitive salary and benefits package, as well as a range of perks and incentives, including:

• Competitive base salary, with opportunities for bonuses and commissions.
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Opportunities to earn additional income through sales and revenue-generating activities.
• Access to a range of company-wide perks and incentives, including free meals, gym memberships, and social events.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Success Consultant at blithequark, you will have the chance to work with a range of customers and industries, develop your skills and experience, and contribute to the growth and success of our company. Don't miss out on this opportunity to join our team and help us shape the future of cybersecurity.

Apply now to become a part of our dynamic and innovative team and take the first step towards a rewarding and challenging career in customer success.