Technical Customer Success Manager

• Own the relationship with key customers as their technical point of contact
• Manage the day to day engagement
• Drive operational success, best-practice adoption, and long-term customer satisfaction
• Guide customers in their journey with products to maximize the value of solutions
• Help customers operationalize their security solutions post deployment
• Assist customers with continuous optimization
• Manage the customer relationship and ensure Skyhigh Security is considered a key technology partner
• Work closely with customers to understand business goals and use cases, and tailor adoption plans
• Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution
• Use 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 critical problems are addressed
• Work closely with support engineers and escalation team as required
• 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
• 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
• Work with Product Management and Engineering to ensure the needs of customers are understood
• Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction

• Fluent written and verbal proficiency in both French and English languages
• 5+ years of customer-facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) 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
• Demonstrated ability to translate technical concepts for various audiences
• Ability to manage multiple accounts while prioritizing key customer needs

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

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement