Team Cymru Inc – Client Success Specialist I – Florida, USA

Job Description

Team Cymru Inc – Client Success Specialist

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*
4 weeks of Paid Parental Leave
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:

Are you a great listener and communicator interested in helping our clients and partners succeed? Are you technically adept and able to help represent partner and company interests alike? We offer a great opportunity on our Client Success Team. We are an established, stable, profitable company with a growing client base in
need of additional help. We are focused on supporting and retaining partners and need YOU to help us! Are you up for the challenge?

The Client Success Specialist is the front line for supporting our clients. This person will be responsible for building and maintaining post-sales and community service support relationships with our clients and assisting them when they have questions or issues requiring resolution. The Client Success Specialist will serve as an
an internal advocate for client and partner issues as well as a communicator to clients and partners on behalf of Team Cymru.

The Client Success Specialist will be capable of managing client relationship needs with the supervision and support of other teams. Going above and beyond with client calls and support requests, but also proactively reaching out to ensure our customers are finding value in our products and services. They should also possess
exceptional attention to detail, communication, and document effectively, and technical understanding of Team Cymru’s portfolio, all in a fast-paced, team-oriented environment. To be successful, this person will be intellectually curious about the portfolio Team Cymru offers, interested in industry trends, able to speak to different levels of technical knowledge, have a strong desire to serve clients and partners, have extreme attention to detail, and be passionate for representing a world-class Cyber Threat
Intelligence company.

The right individual will share our passion and Mission to save and improve human lives by making the Internet safer. 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.

Duties/Responsibilities:

Front-line handling of client and community support requests, feature requests, bug reports, and grievances with significant discretion and escalating when required.
Receive technical inbound customer and partner requests and facilitate responses.
Receive internally and create operational information to include outages and updates to customers and partners.
Provision of all subscription services, including new subscriptions, renewals, and terminations.
Develop an understanding of Team Cymru offerings to include utilization by clients and partners.
Engage with users of Team Cymru Community Services for troubleshooting, setup of services, and assistance on configuration.
Independently perform triage, troubleshooting, and investigation of client inquiries.
Documenting, requesting, and tracking feature requests on behalf of our clients.
Evaluate client usage and contract term including issues reported.
Measuring, reviewing, and reporting satisfaction and churn threats and advising management and
internal teams.
Contribute to planning, creating, and attending formal reviews with Clients (QBRs)

Required Skills/Abilities:

Attention to Detail and experience in gathering technical details to be relayed to others.
Quick learner: Study and absorb details about the cyber threat industry and Team Cymru offerings to
better understand and triage customer needs.
MacBook proficient
CRM expertise (Salesforce)
Atlassian stack experience
Basic understanding of Linux systems
Basic understanding of computer and internet fundamentals
Excellent written and verbal communication skills
Excellent interpersonal, organizational, and prioritization skills
Persistence and focus to assist in driving partner issues to resolution internally.
Cyber threat industry knowledge
Standard Internet protocols such as DNS, HTTP/HTTPS, and VPNs, as well as routing protocols.
Tons of energy, humor, compassion, and enthusiasm

Education and Experience:

Bachelor’s Degree in Information Technology or Cyber Security or equivalent.
Minimum of 3 years experience in a customer-facing role for a technical product or service.

Additional Preferred Skills:

Network infrastructure and traffic analysis (Netflow, PDNS)
DNS protocols and servers
SMTP/POP/IMAP mail protocols and services
Solid knowledge of OSI model, TCP-IP, Networking, Unix/Linux, Routers
Solid knowledge of Internet infrastructure and Internet operations
Ability to function well in a high-paced and at times stressful environment.

Physical Requirements:

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

Location: Remote

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.