Customer Success Analyst

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, Sales teams etc, as a customer advocate

Regularly presenting and representing Forcepoint on our customer and partner webinars as an industry and product expert

Analysing 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 ofnetworksecurity , datasecurityorinsider threatsecurityconcepts,use casesand supporting technologies

Qualifications

Bachelors 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

Core 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

Dont meet every single qualificationStudies show people are hesitant to apply if they dont meet all requirements listed in a job posting

Forcepoint is focused on building an inclusive and diverse workplace so if there is something slightly different about your previous experience, but it otherwise aligns and youre excited about this role, we encourage you to apply

You could be a great candidate for this or other roles on our team

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities