Flashpoint
Customer Success Director (FNSS)
Vienna, VA | $146K - $178K
Qualifications
- Have empathy and are trustworthy - Elicit and action customer requirements; be able to anticipate challenges and actively troubleshoot complex challenges and customer dynamics
- Are collaborative: ensure the involvement of all key internal and external stakeholders to solve challenges the right way
- Are a strategic Thinker: be capable of making sense of an infinite number of data points from across your customer portfolio to make recommendations on how Flashpoint should strategically deploy it's resources
- Have Management and Leadership skills: Guides the team in appropriately navigating challenges and strategies, delegating when appropriate
- Multi-task: identify and prioritize problems with capacity to work on multiple tasks in parallel
- Operate Independently: able to work independently and recruit additional cross-functional resources needed to accomplish larger goals
- Cybersecurity, Military, Law Enforcement, Government or Intelligence Community Experience
- Experience creating, managing and measuring new programs or projects that can grow the department in a scalable, repeatable manner
- Ability to manage a single team to success
- Superb communication skills, both written and verbal
- Excellent analytical and problem-solving skills
- Willingness to travel to engage with customers in person if necessary
Responsibilities
- This individual contributor role requires superb judgment and trustworthiness as you handle some of our customer's most sensitive matters
- To succeed in this role, you will have strong initiative to find the root cause of problems, drive solutions, and document new processes
- Develop Customer Relationships: Leveraging both your experience in the security and intelligence industry and your knowledge of Flashpoint's tools, datasets and analytic capability, you will position each customer to get the most out of their Flashpoint subscription
- You will leverage your experience and rapport with customers to make Flashpoint an extension of their intelligence team that is trusted to support more use cases and the most sensitive challenges
- Service Customer Requests: Uphold Flashpoint's reputation as the industry leading intelligence partner through responsiveness and dedication to each request
- Judgment and resourcefulness will be key as you manage multiple requests from around the world with varying degrees of complexity, sensitivity, and urgency
- Internal Advocacy: as the voice of the customer inside of Flashpoint, you will ensure that Flashpoint's products and services continue to develop and evolve to meet their expectations through the clear communication of their feedback and requirements
- You will be capable of documenting, quantifying and prioritizing this feedback to align the entire Flashpoint team to meet the customer's needs
- Enable Customers at All Levels: provide tactical, operational and strategic support to customers from the most junior security analyst to senior members of the customer's executive teams
- Building and Enhancing Processes: A detail-oriented approach to documenting each process and ensuring that others can easily reproduce as the Flashpoint team scales
- Project Management: Participates in departmental-level strategy planning, and is accountable for cross-functional project management/delivery, while simultaneously providing support and mentorship for other team members
- Familiarize yourself with the Flashpoint National Security Solutions team members along with other key internal stakeholders to understand the current state of the Team and our product offerings
- You will have met the customer success team at large and additional departments you will be collaborating with
- You will be introduced to the tech stack and standard operating procedures that you'll be working within
- You are developing a proficiency in Flashpoint's various products and services
- You are quickly becoming a trusted advisor to your team and are proactively sharing your feedback on current processes
- You are implementing new ideas/initiatives and are improving the customer experience
Benefits
- Base Pay Range: $145,800 - $178,300 plus target bonus
- That's why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events
- 201-500 employees
- Information Services, Information Technology, Technology, Software Development, Data Analytics, Cybersecurity, Data & Analytics, Threat Intelligence, Data Loss Prevention, Cybercrime
- Privately Held
- Last round: Series D
- Last round: US$ 6.0M
- New York, NY
- Company Specialties:
Deep Web, Dark Web, Intelligence, Business Risk Intelligence, Cybercrime, Open Source Analysis, Physical Security, Insider Threat Program, Brand Protection, M&A Diligence, Cybersecurity, Security Operations, Executive Protection, OSINT, Threat Intelligence, Vulnerability Intelligence, and Fraud
Company information
Trusted by governments, global commercial companies, and educational institutions, Flashpoint helps organizations protect their most critical assets, infrastructure, and stakeholders from security risks such as cyber threats, ransomware, fraud, physical threats, and more. Leading security practitioners—including cyber threat intelligence (CTI), vulnerability management, DevSecOps and vendor risk management teams—rely on the Flashpoint Intelligence Platform to proactively identify and mitigate risk and stay ahead of the evolving threat landscape.
