Customer Success Manager

Our Story

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.
• Engage with clients post-sales, ensuring successful onboarding, providing ongoing support and fostering customer satisfaction.

Product Demonstrations:

• Guide new and upgrading customers through the initial setup and introduction to the product service.
• Conduct product demonstrations and training sessions for customers to showcase the capabilities and features of our offerings.
• Assist in the installation and setup of products at customer sites, ensuring a seamless integration process.
• Develop a deep understanding of the company’s products or services to effectively communicate their value and features to customers.

Customer Support & Problem Resolution:

• Provide technical assistance and support to customers in utilizing our products or services effectively.
• Serve as a primary point of contact for technical inquiries and issues, working closely with customers to troubleshoot and resolve problems.
• Work with Support organization, address customer inquiries, troubleshoot issue, and provide timely and effective solutions.
• Reduce time to resolution by integrating, in a personalized way, with the end customers operations team.
• Document and escalate complex issues to the appropriate internal teams for further investigation and resolution.

Training and Documentation:

• Develop and deliver training materials for customers and internal stakeholders.
• Create comprehensive documentation, including user guides and troubleshooting manuals.
• Work with Arrow Deliver to provide training sessions or resources to help customers maximize the value they get from the product or service.

Metrics Tracking:

• Monitor and analyze customer success metrics, such as customer satisfaction scores, retention, and product adoption.

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 3-5 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 language skills both written and verbal.
• 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.

What is in it For You? 

You will play a key role in working with some of the world's most well-known enterprises and organizations, ensuring their IT infrastructure remains secure and protected against cyberattacks and modern threats. You will also serve as their primary point of contact between sales cycles, making you a trusted advisor in the market.

We believe in supporting CSMs in their training with industry recognized qualifications, as they prepare to work directly with our customers and develop their practical skills and experience in a range of technologies. CSMs are developed in all aspects of the role from customer services skills and specific vendor certifications. We will tailor your development and we will ensure that we hone your technical, customer service and professional skills.

Arrow is an equal opportunity employer. All applicants will be considered for employment without paying attention to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status. 

Location:

MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:

Full time