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Customer Success Analyst/Engineer (Cyber Security Domain)
ForcepointIndia - Bangalore
Onsite
Full-time
Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
Forcepoint’s Enterprise Customer Success Architects (CSAs) are a critical part of our Customer Success team focusing on delivering the promise of Forcepoint’s Cyber-Security cloud and on-premise platforms and its services. Starting in the pre-sales stage, they work with our customers to identify their needs and set goals for success in adopting Forcepoint’s solutions into the security operations and cyber-strategies of their organization. Forcepoint’s CSAs consult on technical aspects of the post-sales relationship with the customer, and deliver focused engagement, support and advocacy to their customers as they use the platform and its services. Forcepoint’s CSAs are technical consultants for our largest customers and engage to address their specific cyber-security challenges and risks. In this way, they are key to driving adoption and reach, ensuring renewals, building customer loyalty, and helping to identify expansion opportunities. In addition, they serve as advocates on behalf of their customer by delivering product and performance feedback back into the Forcepoint platform and software services engineering and product management teams. This is an excellent opportunity for technical experts looking for a strategic client-facing role with direct impact on our customer’s success and adoption.
Responsibilities:
Working closely with the Customer Success Managers and customers to provide technical strategy and guidance for our Enterprise customer accounts with complex needs
Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-calibre experience
Conducting regular Solution Reviews with clients to provide both strategic and tactical observations & recommendations of the usage and adoption of their Forcepoint solution
Consulting on complex and innovative use cases, integrations, best practices.
Working closely cross-functionally to provide client feedback to Product Management, Technical Support, Sales teams etc. as a customer advocate.
Regularly presenting and representing Forcepoint on our customer and partner webinars as an industry and product expert.
Analysing data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes
Assist in the creation of documentation for internal and external consumption and continual learning and improvement.
Having a good understanding of network security, data security or insider threat security concepts, use cases and supporting technologies
Qualifications:
Bachelor’s degree in Computer Science, Engineering, or a related field.
4-5 years of experience in a technical implementations roles such as Technical Account Management, Professional Services, Engineering, or a related field.
Strong problem-solving skills and ability to drive conclusions from first principles and new situations.
Strong understanding of industry trends, software architecture, and cloud technologies.
Excellent communication and interpersonal skills to collaborate with audience from all levels, including executive leadership.
Ability to work collaboratively in a team environment.
Eagerness to learn and adapt in a fast-paced environment.
Core competencies:
· Commitment: You are passionate about customer satisfaction and their results. You do what you say you will do.
· Communication: Ability to communicate effectively at all levels, including Executive leadership
· Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership
· Cross-Functional Thinking: Ability to manage, understand, and prioritize multiple functions (service, technical, relationship) simultaneously
· Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs
· Creativity: Ability to solve problems creatively, including stepping outside of process when necessary
· Attention to Detail: You care about the little things for your customer, and also capture information correctly and accurately
Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.
Applicants must have the right to work in the location to which you have applied.
Customer Success Analyst/Engineer (Cyber Security Domain)
Location
India - Bangalore
Workplace
Onsite
Type
Full-time