Trellix

Technical Customer Success Manager, German & English

Trellix

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇪 Ireland

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Job Level

Mid-LevelSenior

Tech Stack

FirewallsSMTPTCP/IP

About the role

  • As a bilingual German/English speaking Technical Customer Success Manager, you will own the relationship with key customers and manage the day to day engagement.
  • Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction.
  • Guide customers in their journey with our products to maximize the value of our solutions.
  • Help customers operationalize their security solutions post deployment and assist them with continuous optimization.
  • Manage the customer relationship and ensure that Skyhigh Security is considered a key technology partner within the account.
  • Work closely with customers to understand business goals and tailor adoption plans to achieve results.
  • Conduct health watch and provide advisory to drive best practices adoption, solution optimization, and component fine-tuning.
  • Run regular governance meetings with customers to ensure day to day functionality and drive adoption activities.
  • Collaborate with Sales, Solution Engineering, and Product Management to create growth opportunities and ensure customer needs are met.

Requirements

  • Requires fluent written and verbal proficiency in both German and English languages.
  • 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 & ability to work under pressure.
  • Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
  • Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.
  • Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding 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, documentation skills.
  • Demonstrated ability to translate technical concepts for various audiences.
  • Ability to manage multiple accounts while prioritizing key customer needs.
Benefits
  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
OSI ModelTCP/IPIPICMPTCPUDPSNMPFTPHTTPSSL
Soft skills
customer managementtroubleshootingproblem-solvinginterpersonal skillscommunication skillspresentation skillsdocumentation skillsself-motivatedinfluencing skillsability to manage multiple accounts