Tradecraft Customer Success Manager

Job Description

About The Role Our Tradecraft Team enable Fivecast customers to fully leverage the range of AI-enabled threat intelligence capabilities provided by Fivecast. They are ‘super-users’ for Fivecast products and showcase to customers how to apply AI-enabled threat intelligence to the customer’s mission. We are seeking an experienced Intelligence professional to join our team to build and maintain strong post-sale relationships with our customers to ensure we are addressing their needs and providing ongoing support. You will be responsible for ensuring customers actively utilise our products and encouraging them to renew or expand their subscriptions. Responsibilities Tradecraft Develop and maintain expert knowledge of the entire Fivecast product suite. Build and maintain strong, long-lasting customer relationships. Serve as the primary point of contact for customers, providing exceptional support and guidance. Educate customers on product features, best practices, new releases, and product roadmaps. Develop and maintain engaging, mission relevant content for use in demos, trials, flash briefs, whitepapers, conference presentations, etc. Collaborate with cross-functional teams to deliver seamless customer experiences, ensuring any issues are escalated to tradecraft, technical support, or account executives as appropriate. Draw on your experience and knowledge of best practice to ensure continuous improvement initiatives. Customer Success Schedule and conduct customer onboarding, check-in calls and initial user training, identify any issues or opportunities for up-sell. Develop and implement customer success plans to ensure customers achieve their goals. Monitor customer health metrics and analyse customer data to identify trends and opportunities for improvement and proactively address any issues. Conduct in-tool customer success programs, including banners and notifications for new content, events, training sessions, webinars, and release notes. Track customer success OKRs/metrics using dashboards and relay client feedback to internal teams to drive product improvements. Review usage statistics and training levels to provide customer health reports to account executives and leadership. Thought Leadership Develop and maintain knowledge and insight into our customer's mission, challenges and issues. Present at conferences and engage in industry forums. Attend Fivecast sponsored industry events & conferences in support of account executives. Work with marketing to support thought leadership content (flash briefs, blogs, industry briefs, etc). Requirements Australian Citizenship. Security Clearance: NV1 (preferred). Experience within an intelligence, defence, law enforcement, or other agency/organization with an intelligence analysis or assessment function leveraging intelligence collection and analysis software or commercially available data sets in support of the intelligence process. Understanding of current APAC national security, counter terrorism, counter-intelligence, cyber threats, and border security issues. Excellent communication skills to build rapport with customers. Strong project management skills, demonstrating the ability to manage multiple priorities, take ownership, and proactively solve problems. Organised and process driven, with the ability to meet deadlines and work autonomously. Strong analytical skills with the ability to interpret data and trends. About Fivecast Fivecast is a world-leading provider of cutting-edge digital intelligence solutions. We enable the world’s most important public and private organizations to explore masses of data and uncover actionable insights, critical to protecting global communities. As a growing tech company with over 150 people globally, all team members are provided with the opportunity to directly contribute to our success, participate in the development of new and emerging technologies and grow their career in a challenging and dynamic high-tech environment. We are headquartered in Adelaide, Australia with teams in Canberra, Virginia USA, and London UK. #J-18808-Ljbffr