Job Details

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This range is provided by Novawatch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50,000.00/yr - $75,000.00/yr

Company Description

Novawatch is a cybersecurity company based in Scottsdale, Arizona. Our mission is to dramatically improve companies' cyber resiliency using our team of highly-trained security professionals and cutting-edge MDR technology solutions from our 24/7/365 Security Operation Center. Our suite of security services is easy to implement and manage, making us the ideal choice for organizations looking to secure their infrastructure against cyber threats.

Role Description

This is a full-time on-site role for a Customer Success Manager at Novawatch. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining relationships with clients, analyzing data, retaining customers, and providing excellent customer service. The Customer Success Manager will also work closely with cross-functional teams to support day-to-day customer needs.

The CSM will be responsible for ensuring that our clients are satisfied with our services, meeting with them monthly to address any concerns or issues, and maintaining client retention. The CSM will be the main point of contact for our clients and will work closely with our sales, support, and technical teams to ensure that the clients' expectations are met or exceeded.

Key Responsibilities:

1. Build and maintain strong relationships with clients to ensure their satisfaction with our services.
2. Conduct monthly meetings with clients to review their satisfaction with our services and address any concerns or issues.
3. Manage customer expectations, provide helpful insight, and solutions.
4. Provide internal Novawatch teams with feedback and help identify service delivery improvements.
5. Address technical requests from clients, escalate if necessary, and follow up accordingly to ensure clients' needs are met in a timely fashion.
6. Work with the sales team to identify upsell opportunities and expand our services with existing clients.
7. Work with the technical team to ensure that client requests are addressed in a timely manner and ensure that our services are meeting their needs.
8. Develop and execute client retention strategies to ensure clients renew their contracts with us.
9. Monitor client satisfaction metrics and provide regular reports to the management team.

Qualifications:

• Excellent analytical and problem-solving skills
• Proven track record of maintaining customer relationships and retention
• Ability to build strong relationships and work collaboratively with cross-functional teams
• Bachelor's degree in Business Administration, Computer Science, or related field
• Experience in the cybersecurity industry
• Critical thinker and problem-solving skills.
• Ability to manage time effectively.
• Outgoing, great interpersonal and communication skills.
• Strong background in general IT systems such as Windows, MacOS, Linux, Office365, cloud infrastructure, AWS, Azure, firewalls, Active Directory, and networking systems.
• Experience with cyber security tools such as EDR, SIEM, SOAR, Email Security.
• Experience in Microsoft Office, Excel, Salesforce, Jira, and Confluence is a plus.

We are looking for a candidate who is self-motivated, detail-oriented, and able to handle multiple projects and priorities at once. Strong communication skills, both verbal and written, are a must.

Seniority level

Entry level

Employment type

Full-time

Industries

Computer and Network Security