Employer: Anitian
Company Description
At Anitian we believe security can be a force for good. As such, we are on a mission to make security and compliance easy for all. We harness the power and scale of the cloud to empower developers with automated, accelerated, autonomous, and accommodating security technologies.
Anitian is a place where smart people get to be smart. When you join our team, you will enjoy a workplace of creative problem solvers who cherish intelligence, compassion, and boldness. You will also enjoy the immediate respect of industry peers, as Anitian is recognized as a thought leader in information security.
Job Description
As part of the Customer Success team, this full-time position will help drive customer success through advocating and prioritizing the delivery of information, deliverables, and solutions for our customer base.Interacting with our customers, we need someone who is driven to ensure customer satisfaction is high priority.
Responsibilities and Expectations:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Manage and provide ongoing support to customers with timely responses / follow-up through our ticketing system, with the understanding of when escalation or delegation to appropriate team is needed
- Provide support to Anitian’s Security Operations team in delivery of monthly Plan of Action and Milestones (POAM) reports, ensuring timely delivery and incorporating and following up with any additional feedback or updates as needed
- Achieve familiarity with compliance processes (FedRAMP) and assist in ongoing execution to help unblock or remediate customer issues
- Identify early trends of customer dissatisfaction, escalating to internal management as appropriate
- Drive Root Case Analysis (RCA) to Anitian Engineering to ensure customer issues are resolved
- Constantly analyze, refine, and iterate on internal processes to ensure efficiency and effectiveness
Qualifications
Experience:
- Prior experience supporting clients in a positive manner
- At least 1 year supporting customers in a service level role
Required Knowledge, Skills and Abilities:
- Customer centric
- Empathetic
- Autonomous worker with an ownership mindset who is action-oriented, organized, and meticulous
- Ability to handle multiple shifting priorities
- Strong communication skills (verbal, written)
- Knowledge of CRM, Ticketing System (preferably ServiceNow) and Project Management tools
- Proficient with Microsoft Office products
Education, Certifications and Training:
- Minimum of High School Diploma or equivalent
Additional Information
Flexible Work Environment: We offer our employees flexibility in their work location. Whether you prefer to work onsite at our Beaverton, OR, headquarters office, work fully remote from your home, or a hybrid solution, we have a place for you.
Please note: All remote work must be performed within the United States.
Benefits of this position include:
- Competitive compensation package, including stock options.
- Four weeks of PTO per year with additional PTO earned with years of service.
- Eleven paid holidays.
- We offer competitive health benefits including medical, dental, vision, FSA/HSA, EAP, life insurance and disability benefits.
- 401K retirement plan, up to 4% matching.
- Professional development reimbursement program.
- Internet Subsidy