Sr. Technical Customer Success Manager

hace 3 semanas

Colombia Netskope A tiempo completo

**About Netskope**:
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

**About the position**:
Given our business model where our customers pay us over time, Customer Success is absolutely vital to our customers deriving long-term value from our platform. To enhance our customer's over experience with Netskope, we need experienced Technical Cloud Security Success Managers to drive value and success for our customers.
- This role will be responsible for driving all facets of technical success across the customer journey (on-boarding, implementation, adoption, and operationalization), as it pertains Netskope's strategic customers. As a Technical Customer Success Manager, you will work alongside other cloud security practitioners that are charged with driving a proactive, programmatic and prescriptive customer experience. Product adoption and operationalization are achieved through the creation and execution of customer-specific success plans that are aligned with a customer's cloud/cyber-security program and overall business initiatives. Technical Customer Success Managers will also partner with Netskope's Sales team to support renewal, cross, and up-selling activities.- **Responsibilities include**:

- Partner with customers to implement and operationalize business-aligned, cloud security programs
- Responsible for the day-to-day implementation of strategic success plans that manage the customer's journey from on-boarding to operational maturity
- Function as a technical point of escalation for all customer related platform issues; ultimately responsible for the execution of tailored get-well plans while partnering with technical support to drive quick and efficient issue resolution
- Become a Netskope power-user by establishing and maintaining a technical, hands-on proficiency across all aspects of the Netskope platform to drive all phases of technology adoption; design, deploy, operationalize, troubleshoot
- Understand how our customers are utilizing Netskope's solutions and recommend additional features that can be leveraged to increase their security posture
- Help identify and document Netskope leading practices and new use cases and ensure customer environments are in alignment
- Collaborate with peers and customers, functioning as a front-line product expert, focusing on leading practices, programmatic use-cases, and technology adoption, while enabling user self-sufficiency
- Coach customers to be Netskope product experts and train their teams on new capabilities or existing features to help become increasingly self-sufficient
- Establish an ongoing cadence of communication with customers, in their language, across all required levels (from technical users to the C-suite)
- Utilize cyber domain expertise to articulate Netskope's value to customers and map solutions to their business objectives and desired outcomes
- Enthusiastically drive customer health, business alignment and customer value through the identification and achievement of customer goals and objectives
- Actively drive and contribute to ongoing customer activities and touch points; cadence calls, site visits, technical and executive briefings and business reviews, customer education, and training activities
- Help enable post-sales activity for your accounts through strong relationship-building, platform knowledge, planning and execution
- Ongoing support of new sales and retention functions within existing customers
- Establish the "voice of the customer" through clear and concise feedback that helps Netskope align to customers and improve their platform

**Job Requirements**:

- 8+ years of cyber technology experience (data protection, security operations, threat, risk or identity management); technical pre/post sales experience a plus
- Strong, hands-on technical skills, preferably in cloud operations and cybersecurity space; preferred skills include security and networking technologies including Proxies, Next Generation Firewalls, SSL/IPSec, VPN's, SSO, DLP and Encryption gateways
- Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption across the cyberspace
- Ability to manage influence through building consensus while engaging with security programs across multiple business lines/models
- Successful track record building business aligned cloud and cybersecurity programs
- Successful track record of driving product adoption and expansion through understanding the customer's current (and future) network security posture.
- Successful track record of working in a fast-paced start-up environment
- Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment

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