Technical Customer Success Manager (German & English Language)

Cork, Cork, Ireland

Job ID : JR0036062

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Overview

Technical Customer Success Manager (German & English Language) - bilingual role owning the relationship with key customers, acting as their technical point of contact and managing day-to-day engagement to drive successful adoption and long-term satisfaction.

Role Overview

As a bilingual German / English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement.

Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction.

Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.

In this role

As a Technical Customer Success Manager, you will be driven by delivering high-impact technical solutions and fostering strong client relationships.

Operationalize & Realize the value of Skyhigh

Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.

Work closely with customers to understand business goals and use cases, and tailor adoption plans to help them achieve results.

Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.

Use your 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 that critical problems are addressed as per the priority.

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.

Mature the use of Skyhigh

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 within the account.

Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.

Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.

General Background and Experience

Requires fluent written and verbal proficiency in both German and English languages.

5+ years of customer-facing technical role in a large enterprise space with solid understanding of technical support processes, customer management skills, and ability to work under pressure.

Good understanding of OSI Model, TCP / IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).

Excellent understanding of 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, and documentation skills.

Demonstrated ability to translate technical concepts for various audiences.

Ability to manage multiple accounts while prioritizing key customer needs.

Preferred but not required : Understanding of cloud platforms like Office 365, Salesforce, Azure, AWS, GCP.

Company Benefits and Perks

We believe that the best solutions are developed by teams who embrace each other\'s unique experiences, skills, and abilities.

We offer a dynamic workforce with flexible work hours and family-friendly benefits to all employees.

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

We are committed to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, and we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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