Customer Success Manager – Americas

(M/F/D)

The Customer Success Manager (CMS) role is essential in driving our goal to provide high-quality customer experience. Promoting retention and loyalty are central to this position, to ensure a high level of satisfaction with the services customers are receiving and to improve upon areas of dissatisfaction to ensure customers are set to achieve their goals. At VMRay the CSM is a highly technical role and at the same time strategic to the success of our brand by taking responsibility for sales renewals.

Responsibilities

  • Act as a Trusted Advisor for the customer
  • Assist customers in the proper setup and use of our products and services
  • Instruct customers on implementing relevant product features to achieve their goals
  • Review customer concerns and seek to improve overall customer experience
  • Optimize the support process and implement customer success initiatives
  • Organize regular feedback calls with customers to improve product usage and receive important feedback for our product teams
  • Report feature requests received from customers
  • Provide best practices to customers
  • Manage product FAQ and knowledge base

Requirements

  • 3-5 years of experience in customer service or customer success roles
  • Exceptional ability to communicate with both technical and sales functions
  • Strong technical background
  • Knowledge of networking infrastructure and protocols
  • Professional experience in cybersecurity
  • Fluent in English (German speaker beneficial)
  • Understanding of sales processes is beneficial

About VMRay

We are a global IT company from Bochum, in the heart of the Ruhr area in Germany. We develop innovative security solutions to detect and defend against cyber-attacks. Our unique hypervisor technology enables secure sandbox analysis of unknown files and is particularly effective against targeted attacks and complex malware.

Benefits

Home Office

Flexible Work Hours

Team Events

Continuing Education

Modern Workspaces 

International Team