Technical Support Engineer

Job Description

As a Customer Success Manager (CSM) you will be the customer’s source of truth for everything related to Cequence Security. Your deep understanding of the Cequence Security platform, along with your strong partnerships across all the customer support teams, will ensure the customer is getting the best experience. You will be supporting the customer’s journey through proactive and prescriptive guidance to ensure the value realization of their investment. Whether it is a review of the technical architecture, a plan to address the customer’s changing needs, new deployments, or providing feedback on Cequence Security features or functionality – as a CSM you will know the answer or will engage the right people who do. In addition to the traditional CSM responsibilities, you will be part of the early Customer Success team that is defining and building the foundation for Cequence success. You will work closely with the Account team to own and manage relationships for several designated customers assigned to you by overseeing their overall support experience and collaborating closely with customer stakeholders, Technical Support, Product and Engineering teams.

Responsibilities

· Ensure that the Customers are realizing maximum value from their Cequence platform to achieve business needs and security objectives.

· Act as the main point of contact for the Customer, define success plan with deliverables, and ensure clear communication across the Customer Operational areas.

· Deliver on an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.

· Drive adoption of Cequence Security products – using data and provide insights and share the best practices and progress from baseline through the maturity curve.

· Identify Customer risk, and work with extended Cequence team to create an execute on “get well” plans.

· Be the voice of customer internally at Cequence Security.

Minimum Qualifications

· Bachelors or Master’s degree

· 3+ years relevant work experience.

· Passion for customer success.

· Executive-level communication and interpersonal skills with the ability to effectively navigate and mediate conflict and foster partnership.

· Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders.

· Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations.

· Ability to prioritize, multi-task and perform effectively under pressure.

· Exceptional organizational, presentation and communication skills, both verbal and written.

Technical Qualifications

· Understanding of Cequence Security product capabilities and related Software as a Service technologies.

· Understanding of typical enterprise IT integration and security technologies.

· Understanding of networking (firewalls, web application firewalls, etc.), switching, routing and application delivery products (load balancers, proxies, caches, etc.).

· Ability to communicate effectively with customers and effectively manage expectations.

Preferred Qualification

· Existing knowledge of Cloud services, offerings, and security.

· Skilled at Program Management within large organizations, helping to effectively drive change across groups by engaging key stakeholders.

· Proven effectiveness at leading and facilitating executive meeting and workshops.

· Proven experience with accounts planning and customer success plans.