Technical Customer Success Manager

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, 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@Netskope.

Customer Success is vital to Netskope’s customers – from onboarding to operationalization, our teams are hyper-focused on supporting customers in deriving long-term value from our platform. Our global team of SMB (for Small and Medium-sized Business) Technical Success Managers work with accounts to advance our customers’ experience, independence and adoption with Netskope. Using a pooled approach, in concert with regular events and online resources, the team provides the right onboarding support at the right time.

As a Technical Success Manager, you will work with our customers’ cloud security practitioners to provide guidance by leveraging our Jump Start Program. After a series of meetings to start adoption, our customers are served by a pool of SMB TSMs with webinars, yearly touch points and automated actions to keep customers productive and on track.

Ideal candidates should be able to quickly connect with customers and guide them through our prescriptive approach and have a genuine interest in enterprise cloud security. You will be the expert on the call and expected to stay up-to-date on Netskope’s products and features. In addition to customers who are in Jump Start, you may work with escalations, upsells and yearly touch points. You’ll join a team that is also responsible for hosting webinars and open Q&A sessions. This role is fast-paced and customer facing, and by working in pools, you have the opportunity to share with peers and grow your skill set.

Responsibilities Include

• Partner with customers to implement and operationalize business-aligned, cloud security solutions
• Drive customers through Jump Start Adoption meetings
• Respond to automated calls-to-action tied to account health and opportunities, for example escalations or signs of under-utilizing their licenses
• Host customer webinars on topics like steering best practices, reporting, policy configuration
• Host open sessions that welcome customers to bring questions to discuss
• 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 technical, hands-on proficiency across all aspects of the Netskope platform to drive all phases of technology adoption
• Understand how our customers are utilizing Netskope’s 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 best practices, programmatic use-cases, and technology adoption, while enabling user self-sufficiency
• Coach customers to be Netskope product experts and direct them to resources about new capabilities or existing features to help them become increasingly self-sufficient
• Utilize cybersecurity domain expertise to articulate Netskope’s value to customers and map solutions to their business objectives and desired outcomes
• Enthusiastically drive customer health, business alignment and customer value through the identification and achievement of customer goals and objectives
• Help enable post-sales activity for your accounts through strong relationship-building, platform knowledge, planning and execution
• Support of new sales and retention functions within existing customers
• Establish the “voice of the customer” through clear and concise feedback that helps Netskope align to customers and improve their platform

Job Requirements

• 3+ 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 such as Proxies, Next Generation Firewalls, SSL/IPSec, VPN’s, SSO, DLP and Encryption gateways
• Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption across the cyberspace
• Confident in delivering ‘one to many’ enablement sessions such as customer webinars
• Ability to influence through building consensus, both internally and with customers
• Successful track record of driving product adoption and expansion through understanding the customer’s current status and desired 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

Education

• Bachelor’s Degree (desired but not essential)
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