At ExtraHop, we provide solutions for mission critical business and technology problems across a vast array of industries and technologies. As a member of our Customer Success team you’ll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company. With us, you’ll help to deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.

Duties and Responsibilities

The ExtraHop customer success team focuses on successful outcomes for our customers.  As a Customer Success Specialist, you will play a critical role executing programs that touch and enable our user community. Your duties will include:

• Document customer use cases
• Run project kickoffs and generate meeting notes
• Execute NPS, CSAT and other survey to all users, collect and product resulting reports
• Monitor and report on EOL hardware and outdated firmware
• Ensure CSAT status is up to date on all non-portfolio accounts
• Generate recurring project status reports for accounting and upper management.
• Work with Training and Sales teams to coordinate scheduling of short-term training engagements.
• Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability.
• Send general updates to all users on product, use cases and services
• Evaluate product telemetry for account health risk
• Assist in identifying and creating reference customers
• Act as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received.

Required Qualifications and Experience

We’re looking for staff who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following:

• Associate’s degree or equivalent experience, ideally in Business or Information Technology
• Minimum of 1-3 years experience with project coordination
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced but supportive environment
• Excellent attention to detail
• Process driven, with strong administrative skills
• Proficient user of the Salesforce.com CRM or similar
• Basic knowledge of Information Technology networking principles and application protocols
• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis

ABOUT EXTRAHOP

ExtraHop is an enterprise cyber analytics and performance monitoring company helping the world’s leading organizations understand and secure their entire environment from core to edge to cloud. Our breakthrough approach to analytics and machine learning helps our customers investigate threats, ensure the delivery of critical applications, and secure their investment in the cloud, resulting in 95% faster threat detection and reducing unplanned downtime by 86% while providing the best possible customer experience.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been named to Wealthfront’s Career-Launching Companies list for the last four years, and JMP Securities put ExtraHop on its 2018 Super 70 List as one of the most strategically positioned private companies in the cybersecurity industry. Credit Suisse recognized ExtraHop as a member of its inaugural Disruptive Technology Recognition Program, and SC Media named ExtraHop a 2019 Industry Innovator for enterprise network traffic analysis.

With well over $100 million in bookings in 2018, and 10x growth in security, the opportunity with ExtraHop has never been greater. Are you ready to rise above the noise?

ExtraHop is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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