Technical Customer Success Manager
About The Position
Aqua Security is looking to hire a Technical Customer Success Manager to support enterprise accounts in the EMEA region. As the primary point of contact, you will provide account management, technical advisory, and drive customer loyalty. A confident “customer first” attitude is required to work through challenges, field technical questions, and influence stake holders. The Technical CSM will execute strategic account plans, deliver QBRs and DIL (Day-in-the-life), and be the advocate for the customer internally while focusing on a positive customer experience. The goal is to ensure that you understand the customers’ technical and business requirements and can anticipate and avoid issues; identify and mitigate risk; and cultivate deep customer relationships with some of the world’s most iconic organizations.
This person will become a subject matter expert and do the following:
- To be able to build and maintain a personal relationship with key stakeholders
- Accelerate customers to full adoption by continuously improving their experience through proactive engagements.
- Operate as a customer success professional while leveraging technical knowledge
- Orchestra the customer journey from onboarding to adoption.
- Support ongoing enablement for customers, including demoing new features, providing onboarding assistance and driving best practices.
- Identify possible upsell opportunities
- Assist with upgrade planning and ensuring proper stakeholders are aligned to assist as needed
- Assist in escalations and prevent account risks
- Mentor other CSMs with technical knowledge
This position will be based in Germany.
About the Team
Do you thrive on building extraordinary relationships with customers? At Aqua, our customers are our #1 focus. We strive to deliver best in class service, while helping them secure their cloud native applications. Your passion for customer satisfaction, dedication to exceeding expectations and knowledge of our product will set the stage for success. Our customer office is the driving force behind creating exceptional experiences that leave a lasting impact!
Requirements
- 6+ years of relevant work experience in customer-facing roles such as customer success, account management or strategic consulting roles
- Track record of successfully supporting a SaaS product with enterprise clients
- Proven technical understanding of Cloud Security, DevOps, SDLC and container security principles
- Experience with and demonstrated strong hygiene in CSM tools
- Possess customer-facing and communication skills that enable you to best represent Aqua Security within a customer’s environment
- Ability to work in a dynamic team-oriented environment and tackle customer challenges/requirements
- Demonstration of being a team player on cross-functional teams and ability to multi-task
- Strong attention to detail and quality of work
- Strong problem solving, time management and analytical skills
- Robust listening, consultative, presentation and communication skills
- Experience supporting enterprise clients
- Ability to travel domestically up to 20%, and occasionally internationally
- Any of the following certifications preferred: Security: CISSP, CISA, CCSP, CISM or any other Security certification
- Customer Success Certifications: CCSM, CCSMP, CCSR or other CS-recognized certifications
Aqua Security is a UNICORN! Founded in 2015, Aqua Security is a global scale-up company widely known for being the largest pure play cloud native vendor, helping enterprises secure their cloud-native applications from development to production, whether they run using containers, serverless, or virtual machines. Aqua bridges the gap between DevOps and security, promoting business agility and accelerating digital transformation.
Why we're unique:
- Total of $325M in VC funding – Most Recent Series E funding event March 2021 with a Pre-money valuation ($1B), and TAM of $17B
- More than 400 enterprise customers across the globe
- Strategic partnerships with the major cloud native platform providers and public cloud providers (AWS, Microsoft, Google, IBM)
- At the forefront of open-source cloud native solutions and primary cyber security research.
If you’re ready to be your best, now is the perfect time to join Aqua! We are a global scale-up, but still small enough for you to make a big impact. We have dedicated employees around the globe. And aside from being in a hot cloud security industry, we love to have fun! Aqua also offers great company culture, amazing colleagues, Volunteer Time-Off and lots more!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally-protected status.
