Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

www.secureworks.com

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.  

Role Responsibilities 

• Building and nurturing long-termrelationshipswith customers to solidify our commitment and partnershipto their success.

• Ensure that customers derive maximum value from their investments inSecureworksby driving customer adoption, usage, and satisfaction to help achieve contract renewals, process contract renewals, product expansion, and new growth

• Develop an in-depth understanding of customersuccess criteria, initiatives, and use casesthatsupportshort- and long-termbusiness goalsof each customerbased on their unique use cases.

• Provide continuouscustomereducation on theSecureworksproduct portfolio includingnew products, features,andenhancements.

• Generate regular/on-going proactiveSecurity Protection Reviews (SPRs)focused on customer engagement,ensure product adoption is occurring,provide recommendationsand tocontinually align on businessgoals.

• Monitor the customer’s progress towards achieving their KPI’s.

• Createand activatea plan with customers that results in BOTH business valueoutcomes and team behaviorif the customersarenot achieving key objectives/goals.

• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

MinimumRequirements 

• Minimum of8+years experiencein Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Minimumof3yearsof experienceworking in a SaaSenvironment

• Minimum of4years of experience in network security or related discipline

• Minimum of6years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting withC suitemanagement and technical personnel

• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.

Preferred Skills

• Showcasea bias for actionand demonstratea passion for technology

• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managingcustomerexpectations

• Ability to reconcile different points of view in meetingsand summarize results concisely

• Familiarity with a CSM tool likeHubspot/Totango/Gainsight a plus.