About the position:

Given our business model where our customers pay us over time, Customer Success is absolutely vital to our customers deriving long-term value from our platform. To enhance our customer’s over experience with Netskope, we need experienced Technical Cloud Security Success Managers to drive value and success for our customers.

This role will be responsible for driving all facets of technical success across the customer journey (on-boarding, implementation, adoption, and operationalization), as it pertains to Netskope strategic customers.  As a Technical Success Manager, you will work alongside other cloud security practitioners that are charged with driving a proactive, programmatic, and prescriptive customer experience. Product adoption and operationalization are achieved through the creation and execution of customer-specific success plans that are aligned with a customer’s cloud/cyber-security program and overall business initiatives.  Technical Success Managers will also partner with Netskope Sales team to support renewal, cross, and up-selling activities.

Ideal candidates should be able to effectively build and nurture management and user-level relationships across all functional teams that derive value from Netskope platform, and in the process, earn a trusted advisor status across the customer base.  In addition, ideal candidates should be able to effectively operate at a hands-on, power-user level, while acting as both an internal and external point of escalation and helping to establish an ongoing voice of the customer.

Responsibilities include:

• 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 a technical, hands-on proficiency across all aspects of the Netskope platform to drive all phases of technology adoption; design, deploy, operationalize, troubleshoot
• Understand how our customers are utilizing Netskope 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 practices, programmatic use-cases, and technology adoption, while enabling user self-sufficiency
• Coach customers to be Netskope product experts and train their teams on new capabilities or existing features to help them become increasingly self-sufficient
• Establish the "voice of the customer” through clear and concise feedback that helps Netskope align to customers and improve their platform

Job Requirements:

• 8+ 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 including 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
• Ability to manage influence through building consensus while engaging with security programs across multiple business lines/models
• Ability to manage influence through building consensus while engaging with security programs across multiple business lines/models
• Successful track record building business-aligned cloud and cybersecurity programs
• Successful track record of driving product adoption and expansion through understanding the customer’s current (and future) network 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
• Successful track record working in and navigating large enterprise environments

Education:

Bachelor's degree (BSCS or equivalent)