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Technical Success Manager
4 months ago
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.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive, and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter.
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 customers overall 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 to Netskope strategic customers. As a Technical 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 customers cloud/cyber-security program and overall business initiatives. Technical Success Managers will also partner with Netskopes Sales team to support renewal, cross, and up-selling activities.
Ideal candidates should be able to effectively build and nurture management and user-level relationships across all functional teams that derive value from the Netskope platform, and in the process, earn a trusted advisor status across the customer base. In addition, ideal candidates should be able to effectively operate at a hands-on, power-user level, while acting as both an internal and external point of escalation and helping to establish an ongoing voice of the customer.
Responsibilities include:
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 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 them become increasingly self-sufficient
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, VPNs, 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 customers 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
Successful track record working in and navigating large enterprise environments
French language on a native or professional level.
Education: Bachelor's degree (BSCS or equivalent)
#LI-NS2
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
