Remote Customer Success Specialist

Summary

Join our growing Customer Success Specialist Team at Bugcrowd, where you'll drive results that tie back to strategic business goals and work directly with SMB customers throughout the entire customer lifecycle.

Requirements

• 5+ years of experience in leading customer-facing organizations
• 5+ years in customer success or relevant customer facing field
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences
• Resilient and adaptable to change
• High capacity for managing, prioritizing and balancing customer and organizational workload (Meetings, tasks, admin work, email, project work, etc
• The ability to think strategically, along with a willingness to execute and build from the ground up with a "no task too small" mindset
• Technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
• Power User/Expertise in Gainsight, Slack, Google Workspace/GSuite, Salesforce, etc
• Customer obsessed - a passion for understanding, driving, and improving customer adoption of Bugcrowd’s product
• Able to independently find solutions to both technical and non-technical problems with no apparent answer
• Good troubleshooting skills
• Understanding of common attack vectors and methodologies in testing
• Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond
• Able to create a model of a target’s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre
• Familiarity with and capable of using command line tools and utilities specifically Bash, SSH, and grep
• Ability to build collaborative relationships
• Ability to multitask and prioritize any given tasks
• Ability to understand and follow directions
• Performs work under minimal supervision

Responsibilities

• Own, review and work with customers, researchers and internal teams to resolve aging submissions queue in Freshdesk
• Support the TCSMs with client issues, credentials, and general administrative work
• Support TCSMs with meeting preparation and follow-up
• Understand client requirements and expectations, and then manage and implement an actionable strategy for delivering a successful program that meets or exceeds the client’s standards/expectations
• Provide detailed documentation for all client interactions while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities
• Manage client and team feedback, by collecting, analyzing, and interpreting the feedback to provide invaluable input and guidance to the Product team
• Document process, client notes, strategic plans etc in Gainsight/Salesforce/Freshdesk, etc
• Function as a customer advocate and provide internal feedback on how bugcrowd can better serve our customers including tracking and escalating issues and feature requests
• Address customer inquiries based on specific SLAs and ensure the team has clear expectations for doing the same
• Create programs in Salesforce, Gainsight and Bugcrowd Platform
• Leverage Gainsight, Salesforce, Tableau and/or other tools to identify trends, pursue opportunities and escalate/remediate gaps
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention and other opportunities
• Internal and external communication around deliverables, scheduling, and expectations
• Prepare reports or attain data, often of a complex or confidential nature
• Reviews project requirements, identifies interdependencies with internal or external departments or service providers, delegates responsibilities, and ensures that work is completed as needed
• Monitor Slack Channels and TCSM inbound email
• Maintains confidentiality of sensitive information
• Handles complex issues and problems
• Communicate with low-touch and tech-touch clients via email and zoom meetings