Join us at Secureworks (NASDAQ: SCWX), a renowned leader in the global cybersecurity landscape, where we protect customer progress with our innovative Secureworks Taegis platform. Our cloud-native security analytics solution is built upon over 20 years of real-world threat intelligence and research, enhancing our clients’ capabilities to detect advanced threats, facilitate collaborative investigations, and automate critical responses.

We offer competitive compensation and comprehensive benefits packages, while recognizing and rewarding our team for their exceptional contributions. Our commitment to continuous learning and professional development keeps our employees engaged and eager to embrace “what’s next.” With flexible work options and a strong emphasis on work-life balance, we believe that a rejuvenated team results in collective success.

As a vital part of our organization, you will serve as a trusted advisor to our strategic accounts, ensuring customers maximize the value of their investments with Secureworks. Your mission includes increasing customer satisfaction, retention, and identifying growth opportunities through effective utilization of our software.

Your Key Responsibilities

• Establish and cultivate long-lasting relationships with customers, reinforcing our dedication to their success.
• Drive customer adoption, usage, and satisfaction to ensure they achieve the highest value from their Secureworks investments, ultimately leading to renewals and product expansion.
• Gain a comprehensive understanding of each customer’s success criteria and business objectives, tailoring your approach to meet their unique needs and use cases.
• Provide ongoing education about the Secureworks product suite, including new features and enhancements.
• Conduct proactive Security Protection Reviews (SPRs) to enhance customer engagement, monitor product adoption, and align business objectives with customer goals.
• Track and monitor customer progress toward their KPIs, taking action as necessary.
• Develop action plans to drive measurable business outcomes when customers fall short of their key objectives.
• Collaborate closely with cross-functional teams to gather and analyze customer feedback, offering valuable insights for potential solutions and enhancements.

Basic Qualifications

• A minimum of 4+ years of experience in Customer Success or a related role that demonstrates growth in customer satisfaction, adoption, and retention.
• At least 1 year of experience in a SaaS business environment.
• Minimum of 2 years’ experience in network security or a related field.
• A proven track record (at least 3 years) of leading presentations, engaging with C-suite executives, and managing external accounts.
• A solid grasp of technical concepts to offer high-level guidance on implementation and solutions.

Preferred Qualifications

• A proactive mindset with a genuine passion for technology and problem-solving.
• Ability to thrive in a dynamic, multidisciplinary environment, effectively managing priorities and customer expectations.
• Strong communication skills to reconcile differing viewpoints and summarize key outcomes concisely.
• Familiarity with Customer Success Management tools such as Hubspot, Totango, or Gainsight is an asset.
• Adept at maintaining customer loyalty and engaging in procurement dialogues to address and overcome objections.

At Secureworks, we uphold the principle of equal opportunity employment and foster a work atmosphere free of discrimination and harassment. Every employment decision is driven by business needs, job qualifications, and individual ability, irrespective of race, color, religion, gender, nationality, disability, or any other status protected by law. We are committed to ensuring an inclusive workplace for all.

Job ID:

R255312

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we value flexibility as a cornerstone of our work ethos. We understand that autonomy and adaptability are essential for our team members regardless of their location. Our hybrid work model empowers creativity, innovation, and results-driven efforts tailored to individual styles. Explore more about our work culture by visiting our locations page.