08 Jun, 2022

Digital Forensics Customer Success Manager - North America

  • Cyacomb
  • Remote (USA)
Full time Trainer/Instructor

Job Description

ABOUT US


We’re a tech company with big goals. We have a vision of a world where no harmful digital content can be hidden or shared, and it’s our mission to make the online world a safer place. At Cyacomb we harness the power of data and technology for good, working at the highest level with governments, and with law enforcement to help them catch paedophiles and terrorists, and social media and cloud companies to block harmful content at source.


Our Cyacomb Forensics tools place fast digital forensics capability into the hands of frontline law enforcement officers. Our technology has applications on-scene, in digital forensics labs and during the offender management process. Our tools are proven on-the-ground within the UK and we are starting to make impact in North America. Our technology is 100x faster than alternatives and can readily be deployed at scale.


Cyacomb is embarking on a period of high-growth and is seeking a strong and experienced individual to manage a programme of work within the company and with Cyacomb Forensics’ law enforcement customers. The role of the Customer Success Manager is to ensure existing and new customers are successful in their use of Cyacomb Forensics products.


The Digital Forensic Customer Success Manager will help implement the company's customer success strategies, building strong relationships with customers, collaborating with the technical and sales teams internally to deliver consistently excellent customer experiences.


The role will initially cover North America but over time, as the business scales, the Customer Success Manager will have the opportunity to build a Customer Success Team to effectively cover this geographically diverse market.


THE ROLE
• Collaborate with co-workers and customers to understand how they work, their organizational challenges. Paint the art of the possible and coach them on how Cyacomb Forensics products help achieve organizational missions and objectives.
• Help co-workers and customers achieve their desired outcomes. Actively engage with and build strong working relations with all internal and external stakeholders.
• Maintain high levels of engagement across a broad range of customers, with an emphasis on customer appreciation and advocacy. Develop customer success plans.
• Apply project and program methodology based on best management practice, professional knowledge, skills, and experience in support of delivery. Coach and mentor co-workers and customers, as necessary on project and program methodology.
• Participate in project scoping meetings and support Business Development processes by applying appropriate project and program management practices including building business cases and budget forecasting.
• Facilitate business reviews with decision makers and internal sponsors, evaluate progress, make improvements, and celebrate success.
• Contribute to thought leadership (methodology, point of view, white papers), library of customer success assets (customer references, case studies, testimonials).
• Maybe required to pass a United States Department of Justice background check. Additionally, maybe required to pass criminal history checks and background checks requested by customer agencies.


ABOUT YOU

Experience and Skills
• Bachelor's degree in Computer Science, or equivalent professional experience
• Minimum 3 years’ experience in a Law Enforcement based digital forensic position
• Experience undertaking investigations and providing forensic reports
• Strong written and verbal communication skills
• Attention to detail and organizational skills
• Active team player, self-starter, and multitasker who can quickly adjust priorities


Personal Attributes
• Willingness to collaborate with people throughout the company, and with other stakeholders
• Enthusiasm for learning and embracing new ideas
• Passionate about using analytical skills to identify problems, find solutions, and improve relationships
• Ability to go out and meet our customers and make their Cyacomb journey a success


Desirable
• Experience in researching forensic trends and technology
• Working knowledge of relevant digital forensics standards, regulation, and best practice.
• Ability to present complex technical issues in a simple understandable way
• Knowledge of legal systems in different parts of the world


JOB PROGRESSION OPPORTUNITIES
We are committed to the career and personal development of our employees and always look to employee people who have the interest, skills and potential to progress within our company. The salaries are competitive, and we offer a matched pension scheme up to 5% contributions and holidays are generous. Flexible working arrangements, training and development opportunities are also part of the package.

APPLYING FOR THE ROLE
We recognize the value of a diverse team, and we encourage applications from people with varied experiences, perspectives, and backgrounds.
This role is suitable for full time (37.5 hours condensed over 4 days is possible) or part time (minimum 3 days).
Location – Remote Working Mainly home based with occasional travel to key customers sites.