Darktrace has more than 2,500 employees located globally. Founded by mathematicians and cyber defence experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption.
For over a decade, Darktrace has pioneered a proactive, AI-native approach to security. Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cybersecurity, with technology innovations backed by over 200 patents and pending applications.
Today, Darktrace is a global leader in cybersecurity AI, delivering the essential cybersecurity platform to protect organisations today and for an ever-changing future.
Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry. You do not need any prior knowledge, just a notable enthusiasm for customer success and willingness to learn. This role is open to those with 2 to 5 years of professional experience.
In the Customer Success role, you will be managing a number of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers.
For more information on our product and company, please consult our website.
Key Duties & Responsibilities of the role:
- Manage a portfolio of existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment.
- Manage customer escalations to resolution, leveraging cross-functional teams within the business.
- Identify upsell and cross-sell opportunities within your portfolio of customers and work with Account Executives and Commercial Directors to drive proof of values.
- Manage and own the renewal processes from commercial negotiations to deal closure for your portfolio of customers.
- Work closely with Darktrace Registered Partners, Darktrace Commercial Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.
- Have excellent organizational and project management skills, working with high valued customers in a pressurized environment.
- Constantly conduct health checks to drive satisfaction and retention.
- Present, discuss and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.
For this role you need to be tenacious, driven and have the following skill set:
- 2 to 5 years experience in a role that encompasses Customer Operations, Customer Success, Technical Account Management, Client Service or Consulting, Sales
- Ability to manage in complex and crisis situations in a confident and calm manner
- Able to effectively communicate with senior business professionals across every industry vertical
- Familiarity with enterprise networking technology
- Strong business acumen and negotiation skills
- Strong communication and presentation skills
- Willing to travel to accounts across the region
- Strong time management skills, self-motivation and to be goal-orientated at all times
- Able to effectively work as a part of team
We are a young company with dynamic growth so you must be prepared to work hard and show continued commitment and dedication to the business
Darktraceでは現在、カスタマーサクセスチームを拡大しています。このポジションでは、急速に進化するサイバーセキュリティ業界で貴重な経験を積むことができます。事前の知識は必要ありませんが、顧客の成功に対する熱意と学ぶ意欲が求められます。この役割は、2年から5年の職務経験を持つ方を対象としています。
カスタマーサクセスの役割
- グローバルな顧客のアカウントを管理し、更新や拡張、顧客の支持を得るための活動を行います。
- サイバーセキュリティとAIについて学びながら、常に最高のサービスを提供することを目指します。
主な職務と責任
- 既存の顧客がDarktraceの製品を最大限に活用できるようサポートします。
- 顧客からの問題を解決するために、社内の他のチームと連携します。
- アップセルやクロスセルの機会を見つけ、営業チームと協力して価値を提供します。
- 顧客との契約更新プロセスを管理し、交渉から契約締結までを担当します。
- パートナーや専門家と連携し、役割を遂行します。
- 高価値の顧客とプレッシャーのある環境で働くための優れた組織力とプロジェクト管理スキルを持つことが求められます。
- 顧客満足度と保持率を向上させるために定期的にチェックを行います。
- 必要に応じて、情報セキュリティ専門家にDarktraceのソリューションを説明します。
必要なスキルと経験
- カスタマーオペレーション、カスタマーサクセス、テクニカルアカウントマネジメント、クライアントサービス、コンサルティング、または営業のいずれかで2年から5年の経験
- 複雑で緊急の状況を自信を持って冷静に管理する能力
- あらゆる業界のシニアビジネスプロフェッショナルと効果的にコミュニケーションを取る能力
- エンタープライズネットワーキング技術に精通していること
- 強いビジネス感覚と交渉スキル
- 優れたコミュニケーションおよびプレゼンテーションスキル
- 国内の顧客へ出張訪問する意欲
- 優れた時間管理スキル、自己動機付け、および目標志向であること
- チームの一員として効果的に働く能力
当社は成長中の若い会社であるため、ハードワークとビジネスへの継続的なコミットメントが求められます。
