Client Success Specialist I-Remote

Team Cymru offers the following benefits for U.S. employees:

• A remote-first organization: work where you are comfortable
• 100% employer-funded health, dental, and vision benefits for you and your dependents*
• 4 weeks Paid Parental Leave
• Life insurance
• 401(k) with employer match
• Employee rewards and bonuses
• Generous 28 days of vacation for all employees plus holidays
• Company break at the end of each year
• 24/7 Access to Employee Assistance Program
• Fitness Membership Stipend
• Telephone/Internet Service Fee Stipend
• Career Development Training

***Please reach out for more information about benefits for non-U.S. employees. ***

Job Summary:

Are you a great listener and communicator interested in helping our clients and partners succeed? Are you
technically adept and able to help represent partner and company interests alike? We offer a great opportunity
on our Client Success Team. We are an established, stable, profitable company with a growing client base in
need of additional help. We are focused on supporting and retaining partners and need YOU to help us! Are you
up for the challenge?

The Client Success Specialist is the front line for supporting our clients. This person will be responsible for
building and maintaining post sales and community service support relationships with our clients and assisting
them when they have questions or issues requiring resolution. The Client Success Specialist will serve as an
internal advocate for client and partner issues as well as a communicator to clients and partners on behalf of
Team Cymru.

The Client Success Specialist will be capable of managing client relationship needs with supervision and support
of other teams. Going above and beyond with client calls and support requests, but also proactively reaching
out to ensure our customers are finding value in our products and services. They should also possess
exceptional attention to detail, communicate and document effectively, technical understanding of Team
Cymru’s portfolio, all in a fast paced, team-oriented environment.

To be successful, this person will be intellectually curious about the portfolio Team Cymru offers, interested in
industry trends, able to speak to differing levels of technical knowledge, have a strong desire to serve clients and
partners, extreme attention to detail, and be passionate about representing a world-class Cyber Threat
Intelligence company.

The right individual will share our passion and Mission to save and improve human lives by making the Internet
safer. Team Cymru is THE LEADER in Internet intelligence providing unparalleled global coverage and insight to
better monitor, analyze and predict online activity affecting your business and mission.

Duties/Responsibilities:

• Front line handling of client and community support requests, feature requests, bug reports, and

grievances with significant discretion and escalating when required. * Receive technical inbound customer and partner requests and facilitate responses.

• Receive internally and create operational information to include outages and updates to customers and

partners. * Provision all subscription services, including new subscriptions, renewals, and terminations.

• Develop understanding of Team Cymru offerings to include utilization by clients and partners.
• Engage with users of Team Cymru Community Services for troubleshooting, setup of services, assistance

on configuration. * Independently perform triage, troubleshooting, and investigation of client inquiries.

• Documenting, requesting, and tracking feature requests on behalf of our clients.
• Evaluate client usage and contract term including issues reported.
• Measuring, reviewing, and reporting satisfaction and churn threats and advising management and

internal teams. * Contribute to planning, creating, and attending formal reviews with Clients (QBRs)

Required Skills/Abilities:

• Attention to Detail and experience in gathering technical details to be relayed to others.
• Quick learner: Study and absorb details about the cyber threat industry and Team Cymru offerings to

better understand and triage customer needs. * MacBook proficient

• CRM expertise (Saleforce)
• Atlassian stack experience
• Basic understanding of Linux systems
• Basic understanding of computer and internet fundamentals
• Excellent written and verbal communication skills
• Excellent interpersonal, organizational, and prioritization skills
• Persistence and focus to assist in driving partner issues to resolution internally.
• Cyber threat industry knowledge
• Standard Internet protocols such as DNS, HTTP/HTTPS, and VPNs, as well as routing protocols.
• Tons of energy, humor, compassion, and enthusiasm

Education and Experience:

• Bachelors Degree in Information Technology or Cyber Security or equivalent.
• Minimum of 3 years experience in a customer facing role for a technical product or service.

Additional Preferred Skills:

• Network infrastructure and traffic analysis (Netflow, PDNS)
• DNS protocols and servers
• SMTP/POP/IMAP mail protocols and services
• Solid knowledge on OSI model, TCP-IP, Networking, Unix/Linux, Routers
• Solid knowledge on Internet infrastructure and Internet operations
• Ability to function well in a high-paced and at times stressful environment.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Location: Remote

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

PI217139787

Team Cymru Inc