Director, Resident Engineering

Job not on LinkedIn

🕒 May 25

🇺🇸 United States – Remote

💵 $175k - $210k / year

⏰ Full Time

🔴 Lead

🖥 Software Engineer

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Armis

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🔒 Cybersecurity

🏛️ Government

💰 $300M Private Equity Round on 2021-11

Cybersecurity • Healthcare • Government

Armis is a leader in cyber exposure management and security, specializing in the protection of operational technology (OT) and cyber-physical security solutions. With its platform, Armis Centrix™, the company empowers organizations to manage the entirety of their cyber risk exposure in real time, addressing critical vulnerabilities across various sectors including healthcare, financial services, manufacturing, and government. Through continuous innovation and acquisitions, such as OTORIO, Armis enhances its capability to protect a wide attack surface from sophisticated cyber threats.

📋 Description

• Lead and mentor a team of Resident Engineers dedicated to managing platforms for our top-tier customers. • Act as the primary point of contact post-implementation, taking a critical role in issue management to expedite customer resolutions and ensure satisfaction. • Foster a trusted advisor relationship with customer partners and executive sponsors, driving product adoption and ensuring the solution delivers full business value. • Serve as an escalation point for customer concerns and provide strategic guidance to internal teams in handling escalations. • Collaborate with Customer Experience Leadership to align account activities with the customer's business case and strategy. • Prepare and educate customers on new features and releases. • Ensure the successful adoption of Armis playbooks and processes by Resident Engineers. • Provide monthly KPIs relating to Resident Engineer Program. • Identify Resident Engineer renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. • Be the voice of the customer, collecting feedback to drive continuous improvement across all areas, including product development. • Collaborate closely with the sales team to effectively sell and position Success Services.

🎯 Requirements

• 4+ years of leading Services Teams engaged with top tier customers. • 7+ years of experience in customer success within SaaS/Cyber Security organizations. • Expert knowledge and experience in Identity and Access Management (IAM), Security, cloud architecture, as well as on-premise IT. • 7+ years of consulting and implementation practices on a broad range of IT systems, preferably cloud services and/or identity management. • Proficiency in enterprise web technologies, security, and state-of-the-art infrastructures. • Specialized training on support, SAML, and security is preferred. • 4+ years of application programming and system support experience is strongly preferred. • Proven ability to be a hands-on contributor and a collaborative team player. • Excellent communication skills, including issue tracking, triaging, and crisis management. • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, and Service Excellence. • Familiarity with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday is preferred. • Bachelor’s Degree Required or Equivalent Experience. • Availability for up to 35% travel.

🏖️ Benefits

• comprehensive health benefits • discretionary time off • paid holidays including monthly me days • highly inclusive and diverse workplace