VITA - Security Customer Success Analyst - InfoPeople

Complete Description

Note: Candidates will be required to attend monthly meetings onsite in Richmond. Candidates must be able to be hired directly by the agency without sponsorship.

About the Role

We are seeking a dedicated and detail-oriented professional to join our new team. In this role, you will act as the bridge between our security solutions and our customers, ensuring they derive maximum value from our products. You will analyze customer feedback, monitor account health, and proactively engage with clients to enhance their experience and satisfaction with our offerings.

Key Responsibilities

• Customer Engagement: Actively engage with customers to understand their needs, challenges, and goals regarding our solutions.
• Account Management: Monitor customer accounts to assess health metrics, usage patterns, and potential areas for improvement or risk.
• Analysis and Reporting: Analyze customer data to identify trends, insights, and opportunities for upselling or cross-selling products and services.
• Problem Resolution: Address customer inquiries and concerns, working closely with technical teams to provide timely resolutions.
• Training and Support: Develop and deliver training materials and sessions to help customers effectively use our solutions.
• Feedback Loop: Collect and document customer feedback to relay to product and development teams for continuous improvement.
• Best Practices: Share industry best practices and insights with customers to help them enhance their posture.
• Collaboration: Collaborate with sales, marketing, and product teams to ensure alignment on customer needs and satisfaction initiatives.

Skills

• Experience in customer success, account management, or a related role in the technology or cybersecurity industry. Required: 5 Years
• Strong understanding of cybersecurity concepts, practices, and products. Familiarity with security frameworks (e.g., NIST, ISO) is a plus. Highly desired: 5 Years
• Proficient in data analysis and reporting tools; experience with CRM systems is advantageous. Highly desired: 5 Years
• Excellent verbal and written communication skills; ability to convey complex concepts in a clear and relatable manner. Required: 5 Years
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer issues. Highly desired: 5 Years
• Passion for customer success and a commitment to delivering exceptional service. Required: 5 Years

Global Candidate Requirements

• Question 1: Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment?
• Question 2: Please list candidate's email address.
• Question 3: In what city and state does your candidate PERMANENTLY reside?
• Question 4: Is your candidate able to be hired directly by the agency without sponsorship? If not, please do not submit.
• Question 5: Is your candidate able to attend monthly onsite meetings in Richmond, VA? This is REQUIRED.
• Question 6: How soon after an offer can your candidate start?

Agency Interview Type

Web Cam Interview Only

Work Arrangement

Hybrid