Technical Customer Success Manager (French & English Language)

Role Overview

As a bilingual French/English speaking Technical Customer Success Manager, you will own the relationship with key customers, serving as their technical point of contact and managing day to day engagement. Your technical expertise and customer centric approach will drive operational success, best practice adoption, and long term customer satisfaction. You will guide customers on their journey with our products to maximize value, operationalize security solutions post deployment, and assist with continuous optimization.

Responsibilities

• 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 practice adoption, solution optimization, component fine tuning, and 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 per the priority.
• Work closely with support engineers and escalation team as and when 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 practice workshops, and execute training around key features and 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.

Qualifications

• Fluent written and verbal proficiency in both French and English.
• 5+ years of customer facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with solid understanding of technical support processes, customer management/handling 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, 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 Skills

• Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP.
• Experience with SIEMs and security orchestration.
• Familiarity with DLP configurations and advanced threat detection.

Company Benefits and Perks

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

Equal Employment Opportunity

Skyhigh Security prohibits 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. All qualified applicants will receive consideration for employment regardless of any such protected characteristic.

We are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. We conduct interviews through professional channels only and do not use text messages, instant messaging, or group chats for interviews. No sensitive personal information will be requested during the interview process. We do not require candidates to pay any fees or process payments as part of the recruiting or hiring process.