Customer Success Engineer

RESPONSIBILITIES:

Own overall technical relationship with assigned clients, which include: 
  • Increasing adoption, training, best practices, feature requests
  • Establish a trusted/strategic technical advisor relationship with each assigned client and drive continued integration of our products and services into the customer vulnerability management program
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Responsible for maintaining customer satisfaction levels necessary to ensure renewal
  • Advocate customer technical needs/issues cross-departmentally.
  • Maintain deep technical competence on the platform and provide both basic and advance training sessions for customers.
  • Facilitate integration of Kenna into overall workflow in customer environments including operation with ticketing, compliance and asset management solutions (may require Kenna API scripting).

QUALIFICATIONS:

  • Prior experience in Customer Success or equivalent history managing customer relationships with the purpose of driving tool adoption and ensuring customer satisfaction, and retention.
  • Proven ability to drive continuous value of our product(s).
  • Familiarity working with clients of all sizes.
  • Impeccable written and verbal communication skills.
  • Detail oriented and analytical.
  • Strong team player but still a self-starter.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Technical understanding of vulnerability management and surrounding technologies.
  • Understanding of risk management practices.

REQUIREMENTS:

  • BA/BS degree
  • 3+ years of relevant experience.
  • Attention to detail and ability to produce highly accurate analysis
  • You’re driven: No one needs to push you to excel; it’s just who you are.
  • Team player will to dive into any task needed to make customers successful.
  • Presentation skills – live remote technical presentations and ability to handle on-the-fly questions
  • You want to help and serve our customers: They win, so you win.
  • Basic scripting or programming experience a plus.
  • Work out of our Headquarters office in Chicago

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