Client Success Specialist

Client Success Specialist Job Description

Living Security helps organizations protect their sensitive data by reducing their #1 cybersecurity risk, human error. WE BELIEVE in security for the sake of the person. Computers will always augment human judgment, not the other way around. WE CREATE intelligence-driven security learning content that trains users to identify and react to current and emerging threats. WE DELIVER a meaningful experience, grounded in behavioral science, that is easy to understand and hard to forget.

We are a fast growing, venture funded startup. While we take our mission seriously, we have a lot of fun while executing!

OUR DREAM CANDIDATE

Our dream candidate has the hunger to achieve something great. Experience is not important. Drive is. You'll join a startup experiencing rapid growth near the start of it all. You'll get as much out of the experience as you put into it. We want someone who will do whatever it takes - not just to help Living Security fix security awareness, but because you are in a hurry to have an impact.

Beyond that, our dream candidate can operate in the chaos of a startup environment by re-prioritizing tasks daily to keep all the balls in the air. We're growing fast, changing fast, and are always short of resources - it'll be your job to manage the ambiguity.

RESPONSIBILITIES

As a Customer Success Specialist, you will be responsible for the implementation, adoption and onboarding project management on behalf of our clients. You will maintain a close relationship with the end users as they integrate our platform and experience into their training platform.

The CSS is expected to provide the highest degree of customer focus and management, maintain an interest in their client’s specific success criteria and business outcomes, and bring creative solutions to the table.

You will be the primary contact for onboarding new accounts, monitoring customer activities and guiding the consumption of Living Security services to drive effective adoption, renewal and expansion. You will maintain a close relationship and act as a trusted advisor for clients, program and technical teams while servicing as a partner to the sales team helping to identify new opportunities and providing Account Management support.

SKILLS & EXPERIENCE

  • Ability to understand business requirements and map to product value

  • Translate technical and operational issues and opportunities in business terms and value propositions that ensures collective support for driving long term technical and operational improvements

  • Be the voice of the customer by providing critical feedback to help improve the overall experience

  • Identify business outcomes and demonstrate value. Listen and tailor messages for multiple audiences. Deliver empathy for understanding of the perspective of the customer

  • Coordination of activities leading to successful customer outcomes. Identifying appropriate resources to help customer achieve business objectives

  • Leverage data analytics to monitor and increase customer engagement and adoption

  • Create and manage project plans and facilitate sustainable, profitable growth through customer retention

  • Own escalation of client issues, coordinate key resources, and manage until resolved

Drew Rose