Belfast, Northern Ireland, United Kingdom
As a Customer Success Manager at Claroty, I partner with organizations to bridge the gap between complex security requirements and operational excellence. My focus is on moving beyond software adoption and toward true risk reduction across OT, IoT, and xIOT environments. I’m always interested in connecting with fellow cybersecurity professionals and industrial leaders.
*Role was made redundant* - Fostered and built overall relationships with assigned customers, increasing adoption, ensuring retention, and achieving long-term customer success. - Project-managed the deployment and usage strategy of Snyk products, implementing a program to enhance security maturity and educate developers on the Snyk solution. - Collaborated with internal teams to manage technical use cases for the customer portfolio. - Outlined Snyk best practices and use cases, enabling customers to enhance their security posture and optimize their processes. - Provided technical oversight and assisted with technical inquiries throughout the entire customer lifecycle. - Coordinated technical working sessions with Snyk's Customer Success Engineers and customers to jointly design workflows aligned with customer needs and goals based on subscribed Snyk solutions. - Delivered internal and external quarterly reviews based on performance and product usage metrics for the customer portfolio. - Partnered with the Sales and Renewals team to provide impactful customer insights that contributed to expansions and retention.
- Expertly managed the cybersecurity landscape and nurtured relationships with a portfolio of 16 US-based clients. - Demonstrated a flawless track record with 100% client service renewal rate since joining. - Utilized AlienVault's USM Anywhere and LogPoint SIEMs to generate insightful weekly, monthly, and quarterly reports for clients, offering nuanced security behavior analysis and actionable recommendations. - Assumed a pivotal role in liaising with senior client management during breach incidents, providing well-informed remediation suggestions. - Spearheaded vulnerability management reporting, assessments, and strategic recommendations. - Orchestrated collaboration with third-party vendors to address customer issues and implement service enhancements
- Provided adept support for Citi Bank's Futures & Options platform, collaborating closely with application vendors like Fidessa to address ongoing issues and drive application improvements through releases. - Led weekly ticket reviews with third-party vendors, ensuring adherence to external SLAs and timely escalation of issues. - Fostered effective communication between client-facing business units and middle/back-end engineering teams. - Triaged application issues on Linux systems.