Technical Customer Success Lead

2 weeks ago

Cork, Cork, Ireland beBeeTechnical Full time €90,000 - €110,000
Technical Customer Success Expert

We are seeking a highly skilled Technical Customer Success Expert to join our team. As a key member of our customer-facing organization, you will be responsible for delivering exceptional technical support and driving operational success with our customers.

About the Role

This is a challenging and rewarding role that requires strong technical expertise, excellent customer management skills, and the ability to influence and manage deeply technical customers.

In this role, you will:

  • Manage the customer relationship and ensure that we are considered a key technology partner within the account.
  • Work closely with customers to understand their business goals and use cases, and tailor adoption plans to help them achieve results.
  • Utilize a deep understanding of our products to continuously review the effectiveness and adoption of the deployed solution.
  • Use your technical expertise to conduct health checks and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, and 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 teams as and when required.
  • Run regular governance meetings at an 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 and use cases.
  • Develop and deliver QBRs and Value Plans for customers.
Key Requirements

To be successful in this role, you will need:

  • A minimum of 5 years of customer-facing technical experience in a large enterprise space with solid understanding of technical support processes, customer management/handling skills, and the ability to work under pressure.
  • Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
  • Excellent understanding on application layer protocols (HTTP-HTTPS/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.
  • Solid fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding, and in-depth knowledge of Networking & Security Concepts.
  • 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 excellent interpersonal, communication, presentation, documentation skills.
  • Demonstrated ability to translate technical concepts for various audiences.
  • Ability to manage multiple accounts while prioritizing key customer needs.
Benefits

We offer a variety of social programs, flexible work hours, and family-friendly benefits to all of our employees, including:

  • Retirement plans.
  • Medical, dental, and vision coverage.
  • Paid time off.
  • Paid parental leave.
  • Support for community involvement.

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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