About Imperva

Imperva is the comprehensive digital security leader on a mission to help organizations protect their data and all paths to it. With an integrated approach combining edge, application security, and data security, customers around the world trust Imperva to protect their applications, data, and websites from cyberattacks. Imperva Threat Research and our global intelligence community keep Imperva ahead of the threat landscape and integrate the latest security, privacy, and compliance expertise into our solutions.

Why Imperva? 

• We have experienced the following growth and achievements:
• Selling to over 6200 customers worldwide
• 500 partners in 100+ countries worldwide
• We are now a certified Great Place to Work®in Singapore.https://bit.ly/3Mi2a9E 
• Imperva has been named one of the coolest Cloud Security Vendors of 2023 by CRN!
• Imperva has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 8 consecutive years in Web Application and API Protection
• Imperva is also a leader in the Forrester Wave for DDoS Mitigation Solutions in 2021 with the highest score in the “current offering” category

To be successful in this role, the person will need to perform the following responsibilities and possess the following qualifications.

You will be people-oriented by nature and enjoy working in a collaborative environment with your team. You should be driven toward constant improvement of the practice, the product and the organization.

Beyond your great attention to your clients, you will:

• Ensure that Imperva products are deployed and operating to meet customers’ expectations
• Provide customers with progress reports and other project documentation
• Troubleshoot technical issues with the help of the Support Team

To be successful, you should have:

• Strong technical skills and solid experience working with Internet Security, Networking Technologies and Relational Databases
• Experience delivering training to post-sales customers and partners
• Ability to scope, design, document and implement integration requirements
• Self-starter and independent, but also able to work within a team environment, helping out when needed on various deployments
• An aptitude for mastering new software applications
• Ability to understand and communicate concepts quickly, succinctly and accurately
• Highly motivated, driven and passionate about technology, training and customer success
• Able to plan for and deliver a project on a specific deadline

Successful candidates will have at least two of the following:

• Reasonable knowledge of Databases such as MS-SQL, Oracle, MySQL, DB2, Big Data or NOSQL platforms
• Reasonable knowledge of operating systems such as Linux, Windows, and VMware ESX
• Reasonable knowledge of Web Servers such as IIS, Apache and Tomcat

The qualifiers for the role include these items:

• 3+ years of experience in a Consulting or similar position
• Security clearance (or the ability to obtain) desired.
• Understanding the function of TCP/IP, HTTP, Load balancers, proxies and firewalls. Expertise is not required, but an overall understanding of how they work is necessary.
• Required travel (approximately 80%) within the region, and internationally when needed
• Fluent in English -- both written and verbal—required; Additional languages highly desired.
• Willing and capable of working from home

Our Company:

Imperva is an analyst-recognized, cybersecurity leader—championing the fight to secure data and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats, so you never have to choose between innovating for your customers and protecting what matters most. Imperva—Protect the pulse of you business. 

Learn more: www.imperva.com, our blog, on Twitter

Rewards:Imperva offers a competitive compensation package that includes base salary, medical, flexible time off and more. It’s an exciting time to work in the security space. Check out our products and services at www.imperva.com and career opportunities at www.imperva.com/careers

Legal Notice:Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.  

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Description

The Associate Customer Success Manager is an extremely strong multi-tasker who wants to grow their customer success experience and face one of the toughest challenges in the business. This role is part of our tech touch team, supporting a wide network of Litera’scustomers across multiple segments.

This role will combine a focus on pioneering high-volume customer success processes, strategies and messaging for many of our customers (over 12,000 law firms). You’ll take what we know works across our more hands-on customer base and work with CS leadership, revenue, marketing, and product to build a best-in class low-touch success model.

Ultimately your job is about executing the tech touch playbook, handling day-to-day account needs across the business line including responding to NPS feedback, addressing customer inquiries, and directing customers to the correct resource. You’ll also serve internally as the voice of the customer. Your success will be measured on NPS (happy customers) and Gross Retention (loyal customers).

Key Responsibilities

• Respond to NPS feedback and apply learning to the responsibilities below to create a more efficient engagement strategy
• Analyze inbound requests from small and corporate customers and provide timely communications to these same customers
• Drive engagement across the small law base through automated strategies that help you develop and execute
• Help build the playbook for our tech touch strategy and use sub playbooks in Gainsight to manage each scenario with groups of customers
• Help shape future product trainings and resources by taking on feedback and sharing it with the customer enablement team
• Work extremely closely with Customer Communications manager so that customers know exactly who to reach out to for what and are never without a voice
• Represent small law/corporate customers and drive the awareness of key resources via omnichannel (social media, website, email, marketing, events, etc)

Key Requirements

• Be able to embrace change with optimism and positivity!
• Friendly, optimistic, and an extremely good communicator
• Organized with the ability to multi-task with multiple customer scenarios
• Experience managing large volumes of customers a benefit
• Customer facing experience - Great written English skills
• Technology-minded, comfortable with Salesforce, MS Word, MS Excel, and similar tools
• Creative mindset to identify the needs of our customers, help work with the team to identify communication strategies, and execute on those strategies
• Team player who is confident to share your own unique superpower