Associate Customer Success Manager (SOC/SIEM) – Cybersecurity Services Expert

At arenaflex, we're committed to delivering cutting-edge cybersecurity services that empower our clients to stay ahead of the ever-evolving threat landscape. As a global leader in cybersecurity, we're seeking an exceptional Associate Customer Success Manager (ACSM) to join our Customer Success team. This is an exciting opportunity for a dedicated and creative professional to thrive in a dynamic environment, working with innovative technologies and collaborating with a talented team of cybersecurity experts.

About arenaflex

arenaflex is a pure-play, full life-cycle cybersecurity services provider, offering award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients. With a global presence and decades of experience, we leverage our expertise to accelerate our clients' cyber outcomes through a full lifecycle of cybersecurity services. Our team is passionate about delivering exceptional customer experiences, and we're committed to helping our clients stop threats and achieve their desired outcomes.

The Customer Success Team at arenaflex

Our Customer Success team is the heartbeat of arenaflex, ensuring our customers achieve their desired outcomes and receive maximum value from our services and security solutions. We partner closely with our clients and their security teams to guide their customer journey, advance their security posture, and operate as the voice of the customer within arenaflex. As a Customer Success Manager, you'll be responsible for customer health, retention, and strategic alignment that enables expansion and growth.

Responsibilities

As an Associate Customer Success Manager (ACSM), you'll be responsible for:

• Managing an assigned book of business and driving retention, growth, and expansion with your clients
• Serving as the primary point of contact for clients and client contacts, stakeholders, and team members
• Scheduling and hosting client meetings focused on service outcomes and operational reviews
• Driving and owning the customer journey, ensuring client service elements are appropriately delivered and driving value for your clients
• Creating and managing a strategic relationship with key stakeholders, including Directors, Executives, line of business leaders, and security professionals
• Working with clients to define success criteria and key performance indicators
• Partnering with Sales Account Executives to align on key customer objectives and contract milestones
• Creating and/or delivering monthly reports and/or business reviews to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention
• Functioning as a frontline technical resource for "best practice" and informal customer questions
• Engaging with Security Operations as a customer advocate to drive delivery excellence
• Engaging with Product Management as the customer advocate on product roadmap discussions
• Engaging with Engineering and Platform teams as an advocate for your client base
• Analyzing customers' needs and recommending additional services or solutions to enhance and advance their security posture
• Providing enablement and guidance for clients to ensure adoption and value of services in scope
• Creating, owning, managing, and sharing appropriate customer journey materials, playbooks, success plans, and project plans for key focus areas
• Demonstrating extreme ownership, accountability, and client-focused mindset

Requirements

To be successful in this role, you'll need:

• 1+ years' experience in a customer-facing role, customer service role, or customer support role
• Good understanding of SIEM
• Prior experience as a member of the SOC/Service Desk or a SOC/Service Desk Team Lead
• Technical knowledge with 2+ years of hands-on Security/Infrastructure/Troubleshooting/Systems Administration/Networking/DevOps/Applications Development experience
• Solid technical background with hands-on experience in cybersecurity technologies
• Industry and/or security certifications (CISSP, Security +, PM, ITIL, etc.) is a plus
• Bachelor's degree in computer science or relevant field
• Knowledge of cybersecurity concepts, controls, security operations, and best practices
• Proven project management experience and success
• Exceptional verbal and written communication, presentation, organization, and administrative skillsets required
• Bachelor's degree, cybersecurity certifications, or equivalent years of relevant experience
• Strong presence with high confidence and calm demeanor in even the most stressful situations
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Strong relationship management, business administration, and customer service skillsets
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks
• Willingness to travel periodically based on customer and business need

Additional Information

arenaflex is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Why Join arenaflex?

As an Associate Customer Success Manager at arenaflex, you'll have the opportunity to:

• Work with a talented team of cybersecurity experts and innovators
• Collaborate with clients to drive their cybersecurity outcomes and success
• Develop your skills and expertise in cybersecurity technologies and services
• Contribute to the growth and expansion of arenaflex's customer base
• Enjoy a dynamic and fast-paced work environment with new challenges and opportunities every day
• Participate in ongoing training and professional development programs
• Enjoy a comprehensive benefits package, including health insurance, retirement plan, and paid time off

How to Apply

If you're a motivated and customer-focused professional with a passion for cybersecurity, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you! Apply for this job