Customer Success Manager - Cybersecurity Arrow Electronics Inc

We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.

At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install and maintain customer s software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, network traffic load balancers to name a few. Our customers can range from small businesses through to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is, fast, reliable, secure and most importantly working well for their needs.

Overview

We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Manager. As a crucial member of our organization, you will play a pivotal role in ensuring customer satisfaction through effective engagement and support. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering exceptional service.

Few Words About the Team:

We are in the process of massively expanding the Customer Success Manager team to provide top-tier, white-glove service to some of the largest organizations in Europe, ensuring they receive the support they need to succeed with their Symantec and Carbon Black Cybersecurity products and services.

What You Will Be Doing at Arrow?

Your main focus will be on enhancing the value customers receive from Symantec & Carbon Black cybersecurity products and services, prioritizing their satisfaction, and actively engaging with clients after the sale to facilitate smooth onboarding, provide proactive support, and cultivate ongoing satisfaction. Your primary responsibility will be providing exceptional assistance and support to our clients. You will help them plan and build solutions using best practices, coordinate access to subject experts, and present insights and recommendations, in details:

Relationship Building & Customer Satisfaction:

• Establish and maintain strong relationships with customers, serving as their main technical point of contact.

• Proactively engage with customers to understand their needs and challenges.

• Collaborate with the sales team to understand customer requirements and offer tailored solutions.

• Reach out to customers regularly to check on their satisfaction, inform them about updates, and gather feedback to identify improvements and work with the high touch sales team.

• Provide guidance from lessons learned and proactively recommend software updates and upgrades.

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Who Are We Looking For?

The ideal candidate would be someone passionate about delivering top-notch customer service. We are looking for a problem solver with excellent communication skills and technical skills (cybersecurity, networking, DLP). In this role you will have the opportunity to acquire lots of new skills, build strong relationships with high sales team. So it's important that you are keen to learn and embrace new technologies and commit to deliver long-term great customer experience.

Therefore, what is essential for us:

• Degree In Business Administration, Computer Science, Or Related Field.

• Minimum of 2-3 Years of Experience in an IT-technical position or CSM role.

• Display a thorough understanding of cybersecurity.

• Industry certifications such as CISSP, CEH, CompTIA Security+, CISA, CISM or similar are highly beneficial.

• Experience in managing and retaining enterprise accounts.

• A positive cheerful disposition with excellent customer service skills & strongly motivated to help customers.

• Excellent interpersonal and communication skills: face-to-face, telephone and written. Articulate, confident, clearly spoken, and able to deliver in a personalized way, with the end customers, telephone support.

• Excellent English and French skills both written and verbal. (Good command of German will be a strong asset).

• The ability to acquire skills, pay attention to details, and develop quickly is essential.

• Experience in Administration, installation and troubleshooting of Windows or Linux based devices and networks.

• Ability to adapt to new situations, time management, and problem-solving skills.