Sr Technical Customer Success Manager

What you get to do in this role:

We are looking for a Technical Customer Success Manager () (German Speaking) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals and identify growth opportunities by informing the customer of our latest innovations capabilities and products and match these to the clients business addition the will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The serves as the business liaison between the customer and all cross functional teams within Armis including our Executive team Product Management Engineering Sales Training and Enablement and others.

What Youll Do:

• Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.

• Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and Armis account teams to define success plans and strategy to meet customers objectives. 

• Guide the customer through the implementation phase delivering use cases and value leading them to an operationalized state.

• Responsible for overall health and retention of the assigned customers maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.

• Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.

• Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.

• Establish regular cadence (Monthly Quarterly Digital) with each assigned customer to provide guidance review executive dashboards and open issues and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization. 

• Leverage Gainsight to track account activity health score risk and other critical metrics.

• Maintain current functional and technical knowledge of the Armis platform and future products.

• Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture

• Build trusted relationships with relevant technical users and manage stakeholders within assigned accounts

• Serve as a customer advocate to guide other resources at Armis towards achieving customer goals

• Validate customer deployment and configuration align with business use cases. 

• Validate that use cases are appropriately captured and delivered in a timely manner

• Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments

• Providing technical subject matter expertise where applicable aligned to the expected proficiency 

• Collaborating with Engineering Product Support and Sales teams to drive account success

Qualifications :

What we expect:

• Fluent in English and German (spoken and written) 

  • Possess exceptional verbal written social presentation and interpersonal skills.

• 5  years experience in a related function with direct customer facing advocacy and engagement experience in post-sales systems engineering professional services or client management functions ideally in Customer Success.

• 3 years experience in network engineering architecture support or network design capacity

• 2 years experience working in Security/Healthcare/automotive/Retail/OT

• Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.

• Solid project management and solution delivery experience with demonstrated ability to drive projects from definition to final delivery.

A plus:

• Experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization.

• 3 years of experience in relationship building role including service delivery or account management in a post and/or pre sales environment

• 3 years experience as full-time Deployment Engineer highly preferred or as a Professional Services Engineer Consultant or IT/Operations Engineering

• 5 years experience in a combination of the following; designing deploying configuring supporting troubleshooting debugging and coordinating Unified Communications products devices solutions and technologies for small medium large and/or enterprise businesses

• Experience implementing a security program within enterprise organization

• Familiarity with various Healthcare/IOT devices and manufacturers

• B.S in IT IS CS MIS (or equivalent degree) and/or relevant industry qualifications (CISSP Security CEH) desired

• Familiarity/Experience in Cyber Security i.e Endpoint SOAR SIEM

• Linux Operating System basic operation and troubleshooting (i.e. Redhat Linux /  CentOS)

• Networking (LAN/WAN Routing/Switching protocols Network Security)

• Ability to travel regionally as needed (up to 20-25% per quarter)

• Additional European languages

FD21

Additional Information :

Work Personas

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

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Export Control Regulations

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Remote Work :

No

Employment Type :

Full-time