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Customer Success Program Manager – Training and Community at Vectra Networks
San Jose, CA, US

About Vectra AI:

Vectra delivers a new class of advanced threat defense that delivers real-time detection and analysis of active network intrusions. Vectra technology picks up where perimeter security leaves off by providing deep, continuous analysis of both internal and Internet-facing network traffic to automatically detect all phases of a breach as attackers attempt to spy, spread, and steal within your network.

Vectra directly analyzes network traffic in real time using a patent-pending combination of data science, machine learning, and behavioral analysis to detect attacker behaviors and user anomalies in the network.

 

Position Overview

At Vectra, the Customer Success team exists to deliver and affirm value to our customers, and we do this through a combination of people, product, process, and communications. A core component of our strategy is to engage with our growing customer community through a variety of channels, including in-person user group events, virtual events and webinars, written materials, training, and one-on-one meetings with customers.

Vectra is seeking a technical community-building and communications expert to lead and drive these efforts. This is a critical individual contributor role that reports directly to the VP of Customer Success. You will work closely with other internal groups (including Marketing, Product Management, and Consulting Services), as well as interact directly with our customers. Both technical and business acumen are required. We are looking for an energetic, social individual who thrives on the challenge of building relationships with people and getting different groups of people from all backgrounds to work better together.

Responsibilities

  • Community Program Management
    • Own the strategy and plan for our Vectra Hunt Club user group events
    • Manage calendar of customer communications and virtual events, partnering with Marketing, Product Management, and Consulting Services for delivery
  • Training Program Management
    • Own the strategy and plan for our customer training offerings, including content and curriculum
    • Own and evolve the training lab systems and environment
  • Content Development
    • Assist in creating content that drives the community (blogs, videos, knowledge-base articles)
    • Develop and curate presentations for Vectra in-person and virtual community events
    • Harvest playbook and content contributions from the community
  • Community Engagement
    • Engage directly with community members via our Slack channel
    • Manage announcements to the community
    • Generate interesting discussion topics in the community
  • Tools and Metrics
    • Research, select, and implement tools and platforms to support our programs
    • Report KPIs on community membership and participation
    • Manage the roadmap for community site features and capabilities

Requirements:

Successful candidates will have a solid technical foundation in network security and enterprise software, a proven track record of successfully interfacing with customers on both technical and non-technical levels, high attention to detail, and above all a passion for ensuring a top quality customer experience.

  • Prior experience working for enterprise subscription-based vendors in a customer-facing role
  • Prior experience owning, developing, and delivering technical training courses
  • Relevant bachelor’s degree or equivalent in experience; preference for computer science or related technical degrees
  • General security background, preferably with a practitioner perspective (e.g., security analyst, researcher, or IT security engineer)
  • Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)
  • Knowledge of protocols such as TCP/IP, DNS, VPN and SSL
  • Project management skills with a high attention to detail
  • Excellent presentation and communication skills, both verbal and written
  • Excellent organizational, analytical, negotiation, and influence skills; strong attention to detail
  • Enjoys “getting their hands dirty” by digging into complex operations in most/any area of the business
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Ability to lead through influence