• Customer Engagement
• Manage and balance a portfolio of MSSPs and Enterprise customers at various stages of their customer journey with DI
• Establish, map and build strong relationships at both an Executive and technical level within the MSSPs and Enterprise customers.
• Develop a clear and concise understanding of the customer's needs, strategies, operational maturity and business goals as well as those of the industry in which they function. For MSSPs this would include an understanding of their end customers with a particular focus on any of strategic importance. This will include delivering effective Strategic business reviews
• Work directly with C-level executives; ensuring value is being achieved. Work with technical management and admins to ensure the solution is operationally successful.
• Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues and concerns; assist associates in handling escalations.
• Guide and coach customers with proactive customer success processes
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards (health, Adoption, Protection) and program status. Proactively manage any deviations from accepted norms for our solutions
• Discover use cases, uncover business need and drive increased adoption.
• Act as a Cybersecurity Subject Matter Expert; directing and consulting with our customers on the ever-changing security landscape
•  Make a Difference
• Collaborate on the continual development of Customer success deliverables (Playbooks, Success Plan Frameworks) and related artifacts that support effective, consistent, measurable customer engagement and outcomes. Translation of these deliverables into Japanese.

o   Work directly with Customer Success management to build a high-functioning value and customer impact-focused customer success organization

o   Accelerate customer lifetime value by continuing to define the customer journey across all customer segments

o   Identify opportunities for continuous improvement and for innovative application of techniques or technology to accelerate our customers to value

o   Extensively collaborate cross-functionally with Marketing, Product and Engineering to drive growth, and to share customer insights that inform future product developments bearing optimal customer success

• Make it Count

o   Meet or exceed goals set forth for customer retention, NPS (satisfaction) and Dollar Based Net Retention

• Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product and feature adoption
• Build strong relationships with regional Deep Instinct Stakeholders (Sales, SE’s, operations) to ensure there is alignment with the customers success objectives (at a customer, portfolio, and regional perspective)

Experience

·        Minimum of 5+ years' experience and a proven track working with Managed Service Providers (Ideally Managed Security Service Providers) and Fortune 500 customers

·        Proven experience working and presenting to C-level executives and technical management

·        Knowledge of the Cybersecurity industry technology

·        BA/BS degree or equivalent work experience

·        Previous experience working in a Client or Customer Success role within the Cybersecurity domain

·        Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills are required

Knowledge

·        CRM experience with Salesforce a plus

·        Ability to deliver customized presentations and demonstrations via web conference and in-person

·        Great interpersonal skills with a positive attitude

·        Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience

·        Japanese and English language proficiency is essential

General Attributes:

·        Ability to work independently

·        Self-motivated with strong team attitude.

·        Strong planning, organizational, and prioritization skills.

·        Process oriented.

·        Strong work ethic and impeccable integrity.

·        Operates with a high degree of professionalism.

·        Demonstrates strong judgment and analytical skill.

·        Initiative and accountability.

·        Adaptable to change/flexible.

·        Innovative business and technical problem solver.

·        Strong presenter and communicator.

·        Capable of identifying new use cases and cross-selling products and services.

·        Customer advocate and has a deep understanding and is sensitive to customer business requirements.

Travel expectations:

Up to 20% annually