Technical Customer Success Manager, German, English

This is a fully remote position, open to applicants in Germany.

📋 Description

• Serve as the primary liaison for key customers in the role of a bilingual Technical Customer Success Manager, fluent in both German and English.

• Oversee daily interactions and act as the technical point of contact.

• Guide customers throughout their experience with our products to ensure they derive maximum value from our solutions.

• Assist in the operationalization of their security solutions following deployment and support ongoing optimization efforts.

• Collaborate closely with customers to comprehend their business objectives and customize adoption strategies accordingly.

• Leverage a profound understanding of the product to assess the effectiveness of deployments.

• Conduct health checks and provide guidance to promote the adoption of best practices.

• Actively monitor customer deployments and facilitate necessary communications.

• Organize regular governance meetings at the operational level to verify product functionality.

• Plan and lead governance meetings with customer executives.

• Conduct workshops on best practices and provide training on essential features.

• Create and present Quarterly Business Reviews (QBR) and Value Plans for customers.

• Collaborate across teams with Sales and Solution Engineering to identify growth opportunities.

⛳️ Requirements

• Fluency in both written and spoken German and English is required.

• A minimum of 5 years in a customer-facing technical position (such as Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, or MSPs) within a large enterprise environment, demonstrating a solid grasp of technical support processes, customer management, and the ability to work effectively under pressure.

• Strong knowledge of the OSI Model and TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).

• Comprehensive understanding of application layer protocols (HTTP-HTTPS/SSL), PKI, Network Security including Firewalls, Proxy, VPN, and SIEMs.

• Solid grasp of TCP/IP, HTTPS, SSO-SAML, SaaS, and extensive knowledge of Networking & Security Concepts.

• Exceptional troubleshooting and problem-solving abilities with a customer-centric approach.

• Excellent skills in customer management, including the capacity to influence and engage with technically adept customers.

• Self-driven, possessing outstanding interpersonal, communication, presentation, and documentation skills.

• Proven capability to convey technical concepts to diverse audiences.

• Ability to manage multiple accounts while effectively prioritizing the needs of key customers.

🏝️ Benefits

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement