- You will manage all elements of the post-sale program relationship with your customers, starting with customer on-boarding and continuing throughout the customer relationship.
- As the primary customer interface, you engage with customer teams to educate, identify needs, develop designs, set goals, manage and execute on plans that unlock continuous, incremental value from their investments in the CloudPassage Halo platform.
- You are hands-on during execution and thoroughly enjoy seeing your security projects come to life and supporting them afterwards. You are a trusted adviser.
Responsibilities :
- Manage a portfolio of 5+ Enterprise customer accounts with complex needs (typical enterprise customers invest between $500k and $4m+ per year with CloudPassage, have hundreds to tens of thousands of individual public cloud infrastructure deployments, and protect hundreds of thousands of cloud infrastructure assets with Halo).
- Provide level-3 technical support on your customer's most complex issues
- Lead implementation of low-level security controls in Cloud environments, for services, server and containers
- Remotely diagnose & resolve DevSecOps issues in customer environments - able to resolve their DevOps issues that may be interfering with CloudPassage processing.
- Interact with CloudPassage Engineering team by providing customer issue reproduction and data capture, technical diagnostics and validating fixes. QA experience preferred.
- Establish and program manage proactive, value-driven, high-touch relationships with your customers to understand, document and align customer strategies, business objectives, designs, processes and projects with Halo platform capabilities and broader CloudPassage services.
- Develop a trusted advisor relationship by building and maintaining appropriate relationships at all levels with your customer accounts, creating a premium and high-caliber experience.
- Ensure continued satisfaction, identify & confirm unaddressed customer needs that can be value-add opportunities for up-sell and cross-sell, and communicate those needs to the CloudPassage sales team. Identify any early CSAT issues and renewal risks and work with the internal team to remediate and ensure strong CSAT and a successful renewal.
- Be a strong customer advocate within CloudPassage and identify and support areas for improvement in the customer experience, both in our product and processes.
- Be team-oriented, but with a bias towards action to get things done for your customers.
Requirements : Strong cloud security knowledge & experience including :
- End-to-end enterprise security processes
- Cloud security - cloud migrations & shift in security requirements, tooling & approach
- Hands-on DevOps, DevSecOps architecture & automation (critical)
- 4+ years experience in security consulting and project/program management serving cybersecurity customers.
- Complex, level 3 technical support
- Remotely diagnosing & resolving DevSecOps issues in customer environments
- Interacting with CloudPassage Engineering team with customer issue reproduction
- Experience working in a security SaaS company in a startup environment.
- Experience working with Executive and C-Level teams.
- Ability to build and maintain strong relationships with internal and external constituents.
- Excellent organization, project management, time management, and communication skills.
- Understand and document customer requirements, map to product, track & report metrics, identify up-sell and cross-sell opportunities.
- Analytical both quantitatively and qualitatively.
- Excellent verbal and written communication skills.
- Security certifications (Security +, CISSP, etc.).
Expert Technical Skills :
- Consulting and project management : documenting project charters, project plans, executing delivery management, status reporting. Executive-level presentation skills.
- Security best practices expertise : software vulnerabilities, configuration management, intrusion detection, file integrity.
- System administration (including Linux and Windows) of cloud environments : AWS, Azure, GCP; strong networking/proxy skills.
Proficient Technical Skills :
- Configuration/Orchestration (Chef, Puppet, Ansible, SaltStack, CloudFormation, Terraform).
- CI/CD processes and environments.
Familiar Technical Skills & Knowledge : Python scripting & REST API's, Docker containers, Zendesk & JIRA.
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