Customer Success Manager in Newcastle upon Tyne

Position Overview and Objective

Primary Responsibilities and Duties

• Managing a set of corporate customers who are utilizing Arctic Wolf’s CyberSOC solution.
• Achieving renewal and expansion targets through consultative selling techniques.
• Listening to customers and providing feedback to the business.
• Ensuring customer satisfaction and delivery of quarterly account reviews.
• Negotiating on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings.
• Acting as an advisor to customers by leveraging solid domain and product knowledge of Arctic Wolf service offerings and customer’s needs to develop plans for future growth.
• Successfully planning and prioritizing a high volume of activities and requests to manage customer issues and requests, including following through on requests in a timely manner, asking clarifying questions to determine the correct source and impact of issues, comparing, and evaluating possible courses of conduct to make decisions or recommendations and understanding use cases to coach customers to alternate solutions when possible.

Creating and managing automated processes to effectively forecast and communicate at-risk customers; build risk mitigation plans to retain such accounts.

Key Skills

• The ability to be flexible and work in a rapidly changing environment is required.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilization.
• Fanatical devotion to customer service, business quality, and data security.
• Thinks out-of-the-box and energizes others with passion, quality, and commitment.

Key Competencies

Minimum Qualifications

• 5+ years of demonstrated success in a sales role, preferably in a technology organization.
• Field sales experience strongly desired.

Preferred Qualifications

Environment and Physical Demands

• Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment.
• Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.
• If located in a company office, often requires the mobility to physically navigate the space.
• In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.
• May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).

Travel Requirements

• Typically 10% or less of business travel.

Our offer:

• All wolves receive compelling compensation and benefits packages, including:
• Equity for all employees.
• 28 days annual leave, 8 bank holidays and paid volunteering days off.
• Pension plan employer match.
• Training and career development programs.
• Robust Employee Assistance Program (EAP) with mental health service.
• Comprehensive private benefits plan including medical insurance, virtual GP, optical and dental cashback, life insurance (4x basic salary) and group income protection.
• Fertility support and paid parental leave.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance.

Our Values

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk—we get to work in an industry that is fundamental to the greater good.

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities.

Security Requirements

Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity, and availability of AWN business information (in accordance with our employee handbook and corporate policies). Background checks are required for this position. This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these laws and regulations.

At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees.

Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.

Arctic Wolf is committed to fostering a welcoming, accessible, respectful and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.