Customer Success Manager (APAC)

About DTEX Systems
We are excited that you’ve taken the time to explore our business and potentially join us on this incredible journey. We are already the leader in the Insider Risk Management, but our story doesn’t stop there. We have serious growth plans and that means serious growth opportunities for everyone in our team, whether you’re looking to develop into a management position or establish yourself as an industry expert – we are here to support you.
DTEX Systems helps hundreds of organizations worldwide better understand their workforce, protect their data, and make human-centric operational investments. At DTEX, our philosophy towards our business is the same as our philosophy towards technology: people come first. Our future depends on bright, energetic, talented people who share a passion for building the next generation of user behavior intelligence. We invite you to bring your talent to one of our offices and help create our future, expanding our reach and influence worldwide. Learn more about DTEX Systems mission to make businesses more secure through technology at www.dtexsystems.com; LinkedIn DTEX Systems: Overview | LinkedIn
Why you should choose DTEX as your next career:

• Opportunity to be part of a disruptive high growth success story.
• DTEX is a great place to work because of its mission-oriented culture and passion for protecting customers.
• We offer exciting growth opportunities and an excellent platform for individuals to contribute to thought leadership as experts in their field.
• We are uniquely positioned to solve highly relevant and complex risks and challenges associated with insider risk.
• Opportunity to be part of a business that’s passionate about creating first-of-a-kind solutions.
• Best in class benefits

Role Description
DTEX is looking for a dynamic Customer Success Manager who will be responsible for driving customer satisfaction and account growth across a portfolio of named accounts. Successful candidates will have relationship and project management skills enhanced by a clear devotion to helping customers drive maximum value from their DTEX investment.
Responsibilities:

• Serve as the primary point of contact for an assigned portfolio of customers in all aspects of the post-sales relationship.
• Conduct Account Planning alongside Sales and i3.
• Assist customers with setting up and navigating DTEX InTERCEPT and Pulse
• Expand customer commercial relationship and identify relevant upsell opportunities.
• Partner with Sales team to bring relevant upsell opportunities to closure.
• Ensure timely completion of customer facing deliverables such as executive business reviews, support, investigation, and professional services requests with the support of internal department representatives.
• Assist in creating training courses and educational materials.
• Engage with increasingly senior levels of the customer organization to evangelize DTEX products and services.
• Work internally and with customers to translate complex technical requirements into implemented solutions.
• Advocate for needs as the customers’ voice within DTEX.

Additional responsibilities may include:

• Provide insight and technical knowledge to other internal groups as needed.
• Educate customer on best practices for DTEX platform usage.
• Triage technical issues and drive issue escalation within DTEX Support and Engineering.
• Provide feedback based on personal and customer impressions of DTEX services, report bugs and problems encountered in the field, and make recommendations for improvement and new service features.
• Provide feedback based on personal and customer impressions of DTEX services, report bugs and problems encountered in the field, and make recommendations for improvement and new service features.
• We require in-person interviews and onsite presence required during on-boarding

Qualifications:
Required Skills & Knowledge:

• 7+ years of experience in a customer-facing customer success, operations, project or account management role.
• Excellent communication (written and verbal) skills, both internally and externally.
• Demonstrated competency communicating with executive, manager and individual contributor levels.
• Accountability and personal organization
• Strong ability to communicate technical concepts to customers in a business-oriented way combined with the ability to communicate customer technical requirements internally to engineering oriented resources.
• Security domain knowledge is essential.
• Project management skills to drive simultaneous efforts across multiple groups to ensure timely completion of deliverables.
• Ability to handle a broad portfolio of competing customer needs.
• Ability to convey customer concerns to different internal stakeholders (Support, Development.

Desirable Skills & Knowledge:

• Experience with complex SaaS solutions.
• Strategic understanding of various components of a typical Security Stack including SIEM products (e.g. Splunk, Google SecOps, Microsoft Sentinel).
• Strategic understanding of integration methods and use cases. 

DTEX Systems is one of the most trusted and innovative brands in the cyber security market. We have received significant financial backing from leading VC firms and have just set a record-breaking year of growth. So why not trust DTEX with that all important next step in your career?
DTEX Systems is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics.