Customer Experience Specialist

1 week ago

Cork, Cork, Ireland beBeeTechnical Full time €89,690 - €124,780
Job Description

We are seeking a highly skilled Technical Customer Success Manager to join our team. As a key member of our organization, you will be responsible for managing customer relationships and ensuring the successful adoption of our products.

In this role, you will work closely with customers to understand their business goals and tailor adoption plans to help them achieve results. You will utilize your technical expertise to continuously review the effectiveness and adoption of the deployed solution, and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, DLP configurations.

You will also monitor customer deployments and solutions, and drive communication as needed. Additionally, you will evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. You will work closely with support engineers and escalation teams as required.

The ideal candidate will have 5+ years of customer-facing technical experience in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure. You will possess good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP) and excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.

Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts are essential. Strong troubleshooting and problem-solving skills with a customer-first mindset are also required. Excellent customer management skills, including the ability to influence and manage deeply technical customers, self-motivated with excellent interpersonal, communication, presentation, documentation skills are also required.

Demonstrated ability to translate technical concepts for various audiences is necessary. Ability to manage multiple accounts while prioritizing key customer needs is also required.

Required Skills and Qualifications

  • 5+ years of customer-facing technical experience in large enterprise space
  • Solid understanding of technical support processes, customer management/handling skills & 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
  • Sound 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

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