Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
TECHNICAL CUSTOMER SUCCESS MANAGER
Enterprise TPM will be responsible for managing critical customer engagements. This will include handling communications across multiple internal teams, solution vendors, and customers. The focus will be to manage all customer escalations/prioritization concerning product defects, Critical feature requests, ticket reviews, and executive reporting.
Close coordination is required among various Qualys internal teams, including Support, Operations, Development, Quality Assurance, Sales, and Product Management. The right Candidate must have Excellent technical, organizational, communication, leadership, and customer relationship skills. This candidate needs to understand the customer use case, establish proper expectations with customers, drive speedy resolution within the schedule, and communicate status throughout the organization.
DUTIES AND RESPONSIBILITIES:
- Provide an outstanding experience that increases account retention, leading to successful renewals and the adoption of Qualys products.
- Enhance the customer experience throughout the entire customer lifecycle.
- Partner with Sales to ensure smooth renewal and expansion opportunities are identified.
- Follow the defined customer success plan to expand product adoption, nurture, grow, and maintain relationships.
- Ensure that account issues are resolved quickly by escalating to the company's appropriate stakeholders and working with global delivery.
- Host & drive onboarding, implementation, weekly status meetings with the customer, meeting minutes, and tracking of deliverables.
- Review product adoption, overall customer experience, and perception of product and service through establishing MBRs/QBRs.
- Participate in the Incident management process and drive Incidents for their customers.
- Participate in Qualys integration and capture the value the customer expects. Understand the complete mapping and thorough understanding of customer infrastructure, processes, and the use of the Qualys product, along with a roadmap to capture the product's total value and reduce risk.
- Understand and document the impact of any issues that may be presented to a customer, the priority of any open tickets, and timelines for ongoing projects and commitments.
- Track customer sentiment and identify any revenue risk, document and project customer voice
- Facilitate necessary communication between internal teams and customers.
- Root Cause Analysis (RCAs) and postmortem reports for critical situations
- Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented.
- Track and report internally & externally the overall account health and status of escalations where the account has ongoing escalations.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- BA/BS computer science degree or equivalent work experience.
- Experience in the IT Security domain
- 5+ years of customer-facing experience managing successful and proven outcomes.
- 5+ years of SAAS experience
- Familiarity with Vulnerability Management, PCI, NIST, or Web Applications
- Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP
- Prior Qualys product experience and knowledge is are added benefit.
- Project Management, business process reengineering, and change management methodology knowledge.
- Strong technical understanding and passion for learning new technologies.
- Excellent communication and presentation skills, both written and verbal
- Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
- Ability to engage in technical discussions with the customer regarding product usage and identify the business impact of customer issues.
