Technical Customer Success Manager

Cork, Cork, Ireland
Job ID: JR0036061

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Overview

Technical Customer Success Manager (French & English Language) — bilingual French/English speaking. You will own the relationship with key customers, be their technical point of contact, and manage day-to-day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through a trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, operationalize security solutions post deployment, and assist with continuous optimization.

A little about the role:

As a bilingual French/English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.

In this role

As a Technical Customer Success Manager, you need to be driven by delivering high-impact technical solutions and fostering strong client relationships.

- Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.

- Work closely with customers to understand business goals and use cases, and tailor adoption plans to help them achieve results.

- Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.

- Use your technical expertise to conduct health watch and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, DLP configurations.

- Proactively monitor customer deployments and solutions, and drive communication as needed.

- Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as needed.

- Run regular governance meetings at operational level to ensure day to day functionality of the product and drive adoption activities.

- Plan and execute governance meetings with customer C-level to drive strategic planning and value discussion.

- Conduct best practices workshops, and execute training around key features & use cases.

- Develop and deliver QBR and Value Plans for customers.

Mature the use of Skyhigh

- Work with customers to identify needs in their security plan where Skyhigh could add value.

- Work cross-functionally with Sales and Solution Engineering to create opportunities for growth within the account.

- Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.

- Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.

General Background and Experience

- Requires fluent written and verbal proficiency in both French and English languages.

- 5+ years in a customer-facing technical role in a large enterprise space with knowledge of technical support processes and customer management skills.

- Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).

- Excellent understanding of application layer protocols (HTTP-HTTPS/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.

- Fundamentals of TCP/IP, HTTPS, SSO-SAML, SaaS concepts; strong Networking & Security knowledge.

- Strong troubleshooting and problem-solving skills with a customer-first mindset.

- Excellent customer management skills, including the ability to influence and manage deeply technical customers.

- Self-motivated with strong interpersonal, communication, presentation, and documentation skills.

- Ability to translate technical concepts for various audiences and manage multiple accounts while prioritizing needs.

It would be great if you also have the following, but they are not required:

Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired

Company Benefits and Perks

We believe that the best solutions are developed by teams who embrace each other/'s unique experiences, skills, and abilities. We offer a dynamic work environment with flexible hours and family-friendly benefits.

- Retirement Plans

- Medical, Dental and Vision Coverage

- Paid Time Off

- Paid Parental Leave

- Support for Community Involvement

We are committed to a workplace where everyone can thrive and contribute to our industry-leading products and customer support. We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status.

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