Secure Code Warrior: Customer Success Associate
265 Franklin Street
Boston, MA 02110

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Secure Code Warrior’s vision is to empower developers to be the first line of defence in their organisation by making security highly visible and providing them with the skills and tools to write secure code from the beginning. Our global software security business is growing rapidly, and we are looking for someone to join our customer support team.

This position requires that you bring your enthusiasm, innovation and exceptional organisational skills to help us reach our goals. 

You will work closely with the Customer Success Managers to provide support to our current and future customers to facilitate sales, increase brand awareness, and build a satisfied customer.  You will focus on the creation and maintenance of tailored reporting to recognise data trends which assist in developing programs which maximise customer retention.

Key Responsibilities

  • Assist the transition from sales to implementation and provide training, support and guidance to customers as they deploy SCW across their business

  • Support CS Managers with renewal activities including lead management, support and expands

  • Work with customers to resolve any issues which may be preventing them from maintaining a relationship with SCW, this includes providing technical support and responding to requests

  • Create customer retention dashboards highlighting renewal timelines and ‘at risk’ renewal clients in the cycle by apply quantitative analysis and data visualisation to tell the story behind the numbers

  • Accountable for maintaining accurate customer master record including licenses, software expiration dates, customer contact information to ensure data integrity throughout the customer journey

  • Carry out workshops and meetings with various stakeholders to capture business requirements

About you

  • 2+ years experience with a SaaS software provider in  sales and/or customer success

  • Analytical Skills: the ability to work with a large amount of data: facts, figures, and number crunching. You will need to see through the data and analyse it to create insights and recommendations from customer data, customer segmentation, email campaigns, and NPS studies

  • A natural passion for solving problems with data combined with an interest in learning how to build and grow a business in a “startup-ish” environment

  • Communications Skills: You will be called upon to present your findings, or translate data into an understandable document. You will need to be able to write and speak clearly, easily communicating complex ideas. Present findings through a BI tool and/or presentations.

  • Critical Thinking: ability to look at numbers, trends, and data and come to new conclusions based on your findings.

  • Creative thinking: Desire to explore new alternatives, based on your innate curiosity and inquisitive nature

  • Attention to Detail: making sure you are vigilant in your analysis to come to correct conclusions.

Full-time