<div class="content-intro"><p>Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity.</p> <p>We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.</p></div><p>As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate. <strong> </strong></p> <p>For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. </p> <p>If this sounds like you, read on. You could be the next "Nozomier"! </p> <p><strong>In this role, you will: </strong> </p> <ul> <li>Develop and manage customer portfolio. </li> <li>Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers. </li> <li>Drive revenue growth by demonstrating successful achievement of customer guided value measures </li> <li>Minimize customer churn through customer success plans and customer lifecycle management. </li> <li>Resolve customer requests and concerns ensuring improvements to customer experience. </li> <li>Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally. </li> <li>Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information. </li> <li>Be a reliable point of contact and brand ambassador for Nozomi and its products. </li> <li>Work across departments ensuring proper customer visibility and outcomes are met. </li> <li>Aid in product design and product development through customer feedback. </li> <li>Assist in creating training courses and educational materials for other members of the department. </li> <li>Evaluate and improve tutorials and other communication infrastructure. </li> </ul> <p><strong>To be successful in this opportunity, you will have: </strong> </p> <ul> <li>4+ years of proven experience in a customer success position supporting a technical product </li> <li>Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes</li> <li>Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed. </li> <li>Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks</li> <li>3+ years of experience in IT and network security (OT experience is a plus)</li> <li>Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered</li> <li>Previous experience in a TAM or SE role is highly valuable</li> <li>Experience working with brand image and promoting value through customer experience </li> <li>Accountability, personal organization, and ability to multi-task. </li> <li>Self-driven and proactive nature. </li> <li>Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations</li> <li>Leadership and Competency engaging with CxO to technical staff. </li> <li>Experience analyzing and optimizing processes in the Customer Success department. </li> <li>Patient and active listener. </li> <li>Passion for service. </li> </ul> <h4>Core Competencies:</h4> <ul> <li>Active Listening and Communication</li> <li>Business Insight and Acumen</li> <li>Drive for Results (Get things done)</li> <li>Emotional Intelligence (EQ), Interpersonal skills and Empathy</li> <li>Objection Handling, Influencing and Negotiation</li> <li>Planning & Organizing</li> <li>Professional & Technical Expertise</li> <li>Relationship Building and Customer Focus</li> <li>Resilience and Adaptability</li> <li>Solution Orientated Mindset</li> <li>Teamwork, Collaboration and Cultural Alignment</li> </ul> <p class="p1">Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is <span class="collapsed-field-text">$97,589 - $131,840</span>. This is the range the company reasonably and in good faith expect