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Customer Success Analyst
Forcepoint
posted 2mon ago
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Flexible timing
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Job Description
Who is Forcepoint
Forcepoint simplifies security for global businesses and governments. Forcepoint s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you re in the right place; we want you to bring your own energy to help us create a safer world. All we re missing is you!
Forcepoint s Enterprise Customer Success Architect s (CSAs) are a critical part of our Customer Success team focusing on delivering the promise of Forcepoint s Cyber-Security cloud and on-premise platform s and its services. Starting in the pre-sales stage, they work with our customers to identify their needs and set goals for success in adopting Forcepoint s solutions into the security operations and cyber-strategies of their organization. Forcepoint s CSAs consult on technical aspects of the post-sales relationship with the customer, and deliver focused engagement, support and advocacy to their customers as they use the platform and its services. Forcepoint s CSAs are technical consultants for our largest customers and engage to address their specific cyber-security challenges and risks. In this way, they are key to driving adoption and reach, ensuring renewals, building customer loyalty, and helping to identify expansion opportunities. In addition, they serve as advocates on behalf of their customer by delivering product and performance feedback back into the Forcepoint platform and software services engineering and product management teams. This is an excellent opportunity for technical experts looking for a strategic client-facing role with direct impact on our customer s success and adoption.
Responsibilities :
- Working closely with the Customer Success Managers and customers to provide technical strategy and guidance for our Enterprise customer accounts with complex needs
- Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-calibre experience
- Conducting regular Solution Reviews with clients to provide both strategic and tactical observations & recommendations of the usage and adoption of their Forcepoint solution
- Consulting on complex and innovative use cases, integrations, best practices.
- Working closely cross-functionally to provide client feedback to Product Management, Technical Support, S ales teams etc. as a customer advocate.
- Regularly p resenting and representing Forcepoint on our customer and partner webinars as a n industry and product expert.
- Analy s ing data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes
- Assist in the creation of documentation for internal and external consumption and continual learning and improvement.
- Having a good understanding of network security, data security or insider threat security concepts, use cases and supporting technologies
Qualifications:
- Bachelor s degree in Computer Science , Engineering, or a related field.
- 4-5 years of experience in a technical implementations roles such as Technical Account Management, Professional Services, Engineering, or a related field.
- Strong problem-solving skills and ability to drive conclusions from first principles and new situations.
- Strong understanding of industry trends, software architecture , and cloud technologies .
- Excellent communication and interpersonal skills to collaborate with audience from all levels, including executive leadership.
- Ability to work collaboratively in a team environment.
- Eagerness to learn and adapt in a fast-paced environment.
C ore competencies :
Commitment : You are passionate about customer satisfaction and their results. You do what you say you will do.
Communication : Ability to communicate effectively at all levels, including Executive leadership
Service Orientation : Demonstrated ability to provide world-class service and support through effective task management and issue ownership
Cross-Functional Thinking : Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously
Process Orientation : Strong drive to follow and improve processes to ensure consistent outputs
Creativity : Ability to solve problems creatively, including stepping outside of process when necessary
Attention to Detail : You care about the little things for your customer, and also capture information correctly and accurately
Employment Type: Full Time, Permanent
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based on 56 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Forcepoint Benefits
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