Team Cymru Inc ? Client Success Specialist II (REMOTE) ? Lake Mary, FL

Job title: Client Success Specialist II (REMOTE)

Company: Team Cymru Inc

Job description: Team Cymru offers the following benefits for U.S. employees:
? A remote-first organization: work where you are comfortable
? 100% employer-funded health, dental, and vision benefits for you and your dependents*
? Life insurance
? 401(k) with employer match
? Employee rewards and bonuses
? Generous 28 days of vacation for all employees plus holidays
? Company break at the end of each year
? 24/7 Access to Employee Assistance Program
? Fitness Membership Stipend
? Telephone/Internet Service Fee Stipend
? Career Development Training
? **Please reach out for more information about benefits for non-U.S. employees. ***

Job Summary:

Team Cymru is THE LEADER in Internet intelligence providing unparalleled global coverage and insight to better monitor, analyze and predict online activity affecting your business and mission. We do this by helping organizations identify and eradicate problems in their networks, providing insight that saves and improves human lives.

The Client Success Specialist II is the front line for supporting our customers. This person will be responsible for maintaining relationships with our customers and assisting them when they have questions or issues requiring resolution. The Client Success Specialist II will serve as an advocate for customer and partner issues internally and as a communicator to customers on behalf of Team Cymru.

The Client Success Specialist II should have a passion for delighting our customers. Going all out with any request or call, but also proactively reaching out to ensure our customers are happy. They should also be able to speak to differing levels of technical knowledge. Communicate and document effectively in a fast paced, team-oriented environment.

The Client Success Specialist II will be capable of managing moderate partner relationship needs with supervision and support of other teams. These tasks will include but are not limited to account management, feedback or product issues, and operational communications to include usage and renewal details. Additionally, the Client Success Specialist II will be familiar with basic product usage and industry trends.

Duties/Responsibilities: ? Creation, publishing, adapting, and following operating practices for servicing our clients. ? Provision all subscription services, including new subscriptions, renewals, and terminations, affecting business operation. ? Declaring and escalating service outages. ? Independently performing triage and investigation of service issues impacting Clients. ? Front line handling of client complaints, disputes, grievances with significant discretion and only escalating as and when required. ? Measuring, reviewing, and reporting satisfaction and churn threats and advising management and sales AEs on same. ? Contribute to planning and leading strategic reviews with Clients (QBRs) that cover (including, but not limited to) product usage, user statistics, feedback, feature requests, pain points, etc. and foster meaningful relationship building. ? Occasional travel specific to industry events (Black Hat, RSA, etc.) and Team Cymru flagship events (RISE, Underground Economy) with the primary focus of networking, relationship building, industry knowledge capture and on-site client meetings.

Required Skills/Abilities:
? Experience in gathering technical detail to be relayed to others
? Demonstrated written and verbal communication skills
? Quick learner - willing to study and absorb details about the cyber industry and Team Cymru offerings in order to better understand customer needs.
? Persistence and focus to assist in driving partner issues to resolution internally.

Education and Experience:
? High school diploma or GED, bachelors, or associates degree preferred.
? Minimum of 1 year experience in a customer facing role for a technical product or service.

Preferred Skills:
? CRM expertise (Saleforce)
? Basic understanding of Linux systems
? Experience working in a NOC or SOC
? DNS protocols and servers
? SMTP/POP/IMAP mail protocols and services

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Location:

Virtual

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

PI194602832

Expected salary:

Location: Lake Mary, FL

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