Technical Customer Success Manager

November 25

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Trellix

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Cybersecurity • Artificial Intelligence • Enterprise

Trellix is a leading cybersecurity company that provides a comprehensive AI-powered security platform. It offers a wide range of products and services including endpoint security, data security, network security, threat intelligence, email security, and cloud security. With advanced threat detection and response capabilities, Trellix empowers security operations centers worldwide to efficiently manage and respond to cyber threats. The company is recognized by key industry analysts as a leader in extended detection and response (XDR) and network detection and response (NDR). Trellix also offers professional services, cybersecurity education, and manages detection and response (MDR) services, ensuring clients are well-protected and informed about the latest cybersecurity threats.

1001 - 5000 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

🏢 Enterprise

💰 $35M Venture Round on 2000-04

📋 Description

• Own the end-to-end project management of the onboarding process, ensuring a smooth transition from sales to active usage. • Ensure continued alignment between the customer teams and the implementation process to deliver projects in line with the projects required timelines. • Effectively collaborate with stakeholders, present project updates, and document key activities. • Identify project risks and blockers and manage the activities required to remediate. • Deliver compelling reports, lead meetings, and communicate insights to both technical and non-technical audiences. • Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships. • Actively manage product adoption and proactively address any challenges to help the customer get value from our products and enable Skyhigh’s growth with the customer. • Conduct regular business reviews to track progress, review adoption and utilisation status, and identify expansion opportunities across all dimensions of the account. • Act as a cybersecurity advisor, helping customers optimize their security posture with our solutions. • Coordinate training and enablement sessions and provide best practices to accelerate product adoption. • Work closely with renewal teams to ensure contract extensions and expansions. • Gather and analyze customer feedback to help shape product enhancements and service improvements. • Act as the voice of the customer internally, ensuring their needs are represented in product roadmaps. • Create and maintain customer success resources, including best practice guides, training materials, and FAQs.

🎯 Requirements

• 8+ years of direct customer experience managing coverage of Enterprise level customer or high-ARR accounts, with at least 5+ years of experience with Enterprise level accounts. • 8+ years of previous work experience in a Customer Success or Technical Account Management role within the IT/cybersecurity sector. • A working knowledge of networks, cybersecurity products and solutions. • Exceptional relationship management skills with the ability to engage both technical and business stakeholders. • Strong project management skills, with experience managing customer onboarding, training, and implementation projects. • Strong problem-solving skills with a proactive, customer-first mindset. • Ability to manage multiple accounts while prioritizing key customer needs. • Exceptional attention to detail, ensuring accuracy in project planning, execution, and reporting. • Extensive capability to understand customers' distinct use cases and how they align to the project goals. • Influencing skills to drive alignment, manage expectations, and gain buy-in from cross-functional teams and stakeholders. • Strong verbal and written communication skills along with excellent presentation skills. • Experience working with CRM tools (Salesforce, ChurnZero, etc.) or other Customer Success platforms.

🏖️ Benefits

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