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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Customer Service
Location: Boston, Massachusetts, US
Type: Permanent F/T
Closing Date: 04/16/2005
Director of Customer Services
Core Security Technologies develops strategic security solutions for
enterprise, government agencies and military organizations. The company sells
an exciting market leading product, CORE IMPACT, that enables network security
professionals to safely and efficiently determine exactly how an attacker can
get control of their valuable information assets.
CORE IMPACT’s customer base is growing dramatically and requires the
planning, development and execution of a customer service and support program
that will ensure the ongoing renewal of annual subscription licenses. The
Director of Customer Services will be responsible for ensuring an outstanding
level of customer satisfaction consistent with the special relationship already
established with the existing group of customers.
The Director of Customer Services will proactively engage with customers to
make sure they are able to achieve their goals and be successful with our
product. The position requires a high degree of creativity and strategic
thinking in developing and implementing various programs and initiatives
designed to drive customer satisfaction. A key qualification for this position
is to have the passion and skills to consistently define, build and deploy
customer programs that deliver measurable business value for our business and
our customers.
The candidate must possess excellent presentation and communication skills at
multiple levels of an organization, from IT executives to network security
professionals. A wide degree of creativity and latitude is expected.
This position is based in Boston, MA.
Key responsibilities include:
* Develop and implement scalable customer programs to achieve a high level of
customer satisfaction and to accelerate the adoption and expansion of product
subscriptions.
* Manage the customer life cycle from adoption to upgrade and renewal.
* Ensure timely and predictable resolution of customer issues.
* Develop and implement online and onsite training programs for new and
existing customers.
* Work closely with Engineering and the Product Specialist group to achieve
program goals and to effectively resolve customer issues.
* Foster professional relationships with major customer contacts.
JOB REQUIREMENTS
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* A minimum of 5+ years of project/program management experience along with a
successful track record in customer facing roles.
* Experience running a successful customer service operation is desired.
* Strong understanding of the network penetration testing process along with
TCP/IP networking concepts and techniques.
* Strong experience in both Windows and Unix administration. Experience
developing tools or software for any of these platforms is a plus.
* Knowledge of information security products and best practices: vulnerability
scanners, intrusion detection systems, firewalls, encryption technologies,
VPNs, etc.
* Excellent communication and presentation skills both in person and over the
phone along with outstanding analytical and problem solving skills.
* Good teamwork, interpersonal and customer-relations skills and strong
commitment to customer satisfaction.
* Willingness and ability to adapt to a constantly changing business and
technical environment in growing company. Ability to jump in and perform
hands-on customer support functions as needed.
* Occasional travel.
CONTACT
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Please email a one-page resume to jobs@coresecurity.com
CORE Security Technologies
jobs@coresecurity.com
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