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SalaryExtraHop is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organization's network, the truth about what they're doing, and how to stop them at top speed. We partner with every customer, every day, to reveal it. Are you ready to join us?
Do you have outstanding analytical skills and Customer Success expertise? Have you worked to associate disparate business data sources to analyze and visualize business trends? Can you be a motivated partner with all post sale customer enablement departments to help drive them towards success on a global scale? As a member of ExtraHop's Operations team, this role is focused on partnering with the post sale teams to own strategy and drive analytical activities.
Duties and Responsibilities
As a member of our Operations team, you will be responsible for:
- Creating reports and analyze data for patterns
- Ensuring effective data management and reporting on key metrics.
- Providing analytical and reporting support for operational leadership
- Analyzing area/regional growth performance
- Collaborating with other cross functional team, sales, services, marketing and to improve business performance
- Performing customer analysis and operational activity analysis in support of all post sale enablement departments.
- Owning and executing Customer Intelligence programs, such as our annual Net Promoter Score survey and CSAT surveys
- Oversee & administer the use of related software platforms such as Tableau, Salesforce, Survey Monkey, Groove, Outreach and Eloqua
- Design, track and report on relevant post-sale activity KPI's and metrics
- Interpret data and recommend improvements that will drive customer outcomes
- Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts
- Analyze customer health trends and maintain a dashboard of segmented customer accounts to characterize overall customer health, trends and risks
- Help support the creation and/ro leverage of content for internal Quarterly Business Reviews
- Work with Customer Success leadership to support the Heal Desk program which identifies distressed customers and tracks corrective actions that will improve the probability of customer retention
- Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning.
As a starting point for this position, you'll need the following background:
- Four-year college degree, preferably in a technical, analytical or financial field of study or equivalent work experience
- Have demonstrated abilities to aggregate, analyze and present large datasets and derive business insights and recommendations from such data
- Expert user in SalesForce reporting
- Expert manipulating data for reporting in Google sheets and Excel
- Good presentation and written communication skills
- Ability to work effectively with professionals of different teams, especially Customer Success, Finance and Sales
- Demonstrated ability to function in a detailed-oriented manner, organizing a number of priorities in parallel and a consistent ability to produce deliverables on time
- Prior experience understanding of the demands of a customer-facing support and services organization
- Experience with Networking, Cyber Security or Software development a bonus
- Experience with Gainsight a plus
$80,000- $101,000 + benefits+ options
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.
ABOUT EXTRAHOP
ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We're on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.
ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We've been recognized as a "Customer's Choice" by Gartner Peer Insights™ Voice of the Customer, and as a Leader in the Forrester Wave®: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.
Benefits/perks listed below may vary depending on the nature of your employment with ExtraHop and the country where you work.
- Health, dental, and vision benefits
- Honor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer Time
- Non-Commissioned positions are eligible to participate in annual discretionary bonus plan
- FSA and Dependent Care Accounts + EAP where applicable
- Educational Reimbursement
- 401k with employer match or Pension where applicable
- Pet Insurance (US only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model
- Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.
We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.
We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats.
Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-Remote
