Customer Success Manager (with Cybersecurity experience)

About Cympire:

Cympire is a leading SaaS company specializing in cybersecurity training and simulation. Founded by a team of cyber simulation and gaming experts, our mission is to empower mission-ready cyber professionals through innovative, engaging, and effective training solutions. We cater to government, enterprise, and higher education institutions worldwide, providing a platform that combines gaming, training, and simulation to create a dynamic and comprehensive learning environment.

Role Overview:

We are seeking an energetic Customer Success Manager, with a background in CyberSecurity, to nurture our customers, and where required, our partners too. Our managers oversee the customer journey from presales demos, through onboarding to adoption, and ultimately continuous utilization. This is achieved by ensuring clients receive top-tier service, enabling them to show a measurable return on their investment.

This role requires some technical skills (see below)

Responsibilities:

• System Setup and Support: Oversee the installation, configuration, and commissioning of customer systems, providing ongoing technical support and training.
• Collaboration and Feedback: Liaise with partners and our internal R&D team, offering product feedback and resolving issues as necessary.
• Technical Advice and Support: Provide expert technical advice and support to end users, partners, and resellers.
• Troubleshooting: Diagnose and troubleshoot a range of technical issues, including
• 1. Account setup
• 2. Network configuration (IP, routing and security)
• 3. System configuration (Microsoft AD, DNS, Ubuntu and others)
• Issue Escalation: Effectively escalate unresolved issues to the appropriate internal teams, such as R&D.
• Reporting: Prepare accurate and timely analysis and feedback reports following engagements with partners.
• POC and Demonstrations: Lead and facilitate proof of concept (POC) and demonstrations on both physical and virtual (cloud) platforms.

Requirements:

• Customer-Facing Experience: Proven experience in roles involving pre-sale and/or post-sale activities, along with technical support.
• Cloud Services Experience: Familiarity with cloud-based services is advantageous.
• Organized: Must be able to maintain order in a fast paced environment
• Technical Knowledge:
• 1. Understanding of software products/cloud architectures/networking environments
• 2. Microsoft domain (AD, CA, DNS, IIS)
• 3. Linux configuration and basic administration
• 4. TCP/IP and Routing
• Problem-Solving Skills: Excellent technical troubleshooting skills.
• Communication: Ability to provide clear, step-by-step technical assistance, both in writing and verbally.
• Possesses a proven experience in researching, analyzing, and presenting to high profile individuals and decision makers, or a demonstrated ability to facilitate smooth user adoption, provide effective ongoing support, and enhance user experience through expert-led training programs and responsive feedback mechanisms
• Certifications: Additional certifications in Microsoft, Linux, Cisco, and Cyber Security are a strong plus.
• Self-Motivation: Must be self-motivated, with excellent self-learning skills, the ability to work independently, and proficiency in English.

What we offer

• Competitive compensation package
• ESOP for qualified employees