Senior Security Performance Manager (Customer Success Manager) Remote
Job description
Who we are
Panaseer is a unique business that is changing the face of enterprise security.
We are a scale-up at the intersection of data science and big data technology in the rapidly growing cybersecurity sector. We have raised over $43 million in funding and have won numerous awards - most recently being named winner of ‘Best Product in Continuous Controls Monitoring’ in the Cyber Defense Magazine Awards at RSA Conference 2020. Panaseer’s CCM platform was named as the ‘Best Regulatory Compliance Tool and Solution’ at the 2020 SC Awards Europe. We were also named the ‘Hottest CyberTech Startup’ at TechCrunch's Europas Awards.
Panaseer is the first Continuous Controls Monitoring (CCM) platform for enterprise security. CCM is solving the biggest challenge in cybersecurity today. Enterprises do not know if their security controls are providing full protection at any given moment in time. Panaseer’s CCM platform uniquely correlates data from all security tools to identify and measure missing assets, control gaps, and advise on underperforming controls.
Gartner has included Panaseer as an inaugural vendor in two Hype Cycles for emerging technology. In 2020, in the Continuous Controls Monitoring category under Risk Management, and in 2021 in the Cyber Asset Attack Surface Management (CAASM) category under Network Security. Recently, Momentum Cyber included CCM in its Cybersecurity Almanac, as a next generation technology that will shape the future of cybersecurity, also including Panaseer as an inaugural vendor.
We have multiple strategic partnerships with leading technology vendors such as Cisco, Amazon Web Services and RSA which strengthens our platform.
About the role
Focusing on customer engagement, adoption and advocacy, the Customer Success Manager will work with a breadth of stakeholder personas from analysts to the C-suite within global enterprise organisations, demonstrating and maximising the value they realise through working with us, leading to customers becoming Brand Ambassadors for Panaseer.
Requirements
- Deliver and communicate ROI throughout the customer lifecycle, from pre-sales through to live, renewal and expansion, constantly searching for opportunities to create ‘wow’ moments
- Lead the discovery of customer success criteria during Discovery and Implementation phases, understanding customers’ processes, gathering requirements and demonstrating product insight to address their challenges
- Support CSM in driving adoption leading to renewals and expansion opportunities
- Plan the upsell/cross-sell path, mapping out customer’s CCM Maturity journey
- In-depth product use case and functionality knowledge, communicating and educating both across customers and internally how customers use our product to gain value
- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live security posture analysis and presentation
- Pre-sales support, providing demonstrations and insight as to how customers use Panaseer, translating prospects’ business challenges, requirements and priorities into product capabilities
- Collaborate with cross-functional Panaseer teams, including CSMs for renewal and expansion, Sales, Product, Marketing and Technical Delivery services
Skills and Experience
- 4+ years’ experience within Customer Success, Management Consulting, Account Management or other customer-facing role
- Experience of working with complex, enterprise customers
- Have worked with a technical product, translating technical capability into business value for a customer
- Cyber security domain background
- Excellent communication and interpersonal skills, including being empathetic
- Impressive executive presence and leadership skills, with the ability to influence and manage customers
- Ability to solve complex customer problems, understanding what the underlying issues of the problem really are – not the symptoms
- Proficient at managing expectations, knowing how to under-promise and overdeliver
- Experience working with cross functional teams, such as Account Management, Sales, Product, Marketing and Services, acting as the Voice of the Customer
- Driven, tenacious, self-motivated, proactive, enthusiastic and with a “can do” attitude, with a desire to help our customers reach their goals Nice to have:
Nice to have:
- Translating and communicating technical problems as business risk
- Passion for technology solutions
Benefits
At Panaseer, we strive to create the best environment and atmosphere for our diverse range of employees:
- We are currently offering a productivity allowance to support remote working
- An annual allowance of 25 days Paid Time Off (PTO) plus company holidays
- Training and development opportunities
- Company-sponsored healthcare options/ pension
- Video calls with well-being coaches are available monthly
- Wide range of health and well-being support through speakers and events
- Commuter benefits
- Access to benefits market place and employee discounts
Diversity
Panaseer is an equal employer, committed to encouraging diversity and eliminating discrimination in both its role as an employer and as a provider of services. Our aim is that our staff are truly representative of all sections of society and work in an environment where everyone is respected and able to perform to the best of their ability. Our policy is to provide equality and fairness for all in our employment and in our provision of services and not to discriminate, or favour, on the grounds of race, colour, religion, gender identity, sex, sexual orientation, pregnancy, nationality or national origin, ancestry, citizenship, age, neurodiversity, marital status, parental status, disability, medical condition, physical appearance or socio-economic status.
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