Associate Customer Success Manager

Flashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.io

The Flashpoint Customer Success team is growing and is hiring two Associate Customer Success Managers. We are looking for energetic and customer-centric professionals to cultivate and manage strong relationships with key stakeholders on threat intelligence, fraud prevention, and physical security teams. The ideal candidates will possess a proactive approach, exceptional organizational skills, and the ability to excel in a dynamic and rapidly changing environment. They will be responsible for understanding client needs, providing tailored solutions, and ensuring ongoing satisfaction. The role requires a self-starter who can identify opportunities, anticipate challenges, and deliver results that exceed expectations.

We have a role for you if, you:

• have critical thinking and problem-solving skills with the ability to diagnose and troubleshoot technical issues

• communicate well, both written and verbal, with the ability to disseminate clear and appropriate information to both business and technical audiences

• are customer-focused with a commitment to delivering high-quality service and building customer trust

• have a strong work ethic, can-do attitude, with the ability to work effectively with minimal daily oversight in an on-demand environment

• take customer feedback and articulate it into meaningful actions and insight for our product team

• are familiar with cybersecurity, cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection

What you will get to do on our team:

• Serve as a trusted advisor and the face of Flashpoint to our customers through email, monthly touch points, and Strategic Business Reviews

• Own the relationship with the customer, thoroughly understand their use cases, stakeholders, and requirements

• Work internally across multiple Flashpoint teams to enhance our product offerings

• Develop a deep expertise in Flashpoint products and services by staying up-to-date on product enhancements, new features, and technical documentation. 

• Enable customers to focus on threats that matter, make smarter decisions and protect their people, places and assets

What you will achieve 

• Within 30 days

  • You will have learned about Flashpoint’s vision, mission, strategy and culture

  • You will meet with key stakeholders across the Flashpoint organization

  • You will learn about Flashpoint’s various product offerings

  • You will be provided training on how we support our customers and attend customer calls with colleagues

• Within 60 days 

  • You will have completed training on all our products and services

  • You will be assigned accounts and will start working customer requests and answer product related questions

• By 90 days

  • You will have a robust understanding of the core uses cases within your assigned accounts

  • You will be functioning independently in support of customer needs

To be successful in this role, you will need

• Troubleshooting, problem-solving, and critical thinking skills

• Great client-facing skills, both written and verbal communication skills

• Customer facing experience, preferably in a tech-driven environment.

• The capacity to act both as a team player and a coach.

• Baseline understanding of Cyber Threat Intelligence, operations within the intelligence community, and cybersecurity operations.

• A background in the broader intelligence community or military intelligence is desired and contributes to success in our team.

Base Pay Range: 78,600- 92,000 CAD per year plus bonus

Why Flashpoint is a Great Place to Work:

• Diversity.  Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world.

• Culture and Belonging.  Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become.  You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more. 

• Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment.  That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.

• Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

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