At a Glance
- Tasks: Manage customer relationships and ensure successful adoption of our security solutions.
- Company: Join a leading cloud security company with a dynamic and inclusive culture.
- Benefits: Enjoy flexible work hours, health coverage, and generous paid time off.
- Other info: Work in a supportive environment that values diversity and personal growth.
- Why this job: Be a key player in helping customers secure their data and optimise their solutions.
- Qualifications: Fluent in German and English with 5+ years in a technical customer-facing role.
The predicted salary is between 60000 - 80000 £ per year.
About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world's data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.
Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.
Skyhigh Security is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our 'Blast Talks' learning series, and team celebrations, we strive to be an interactive and engaging place where you can be your authentic self.
Role Overview: As a bilingual German/English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day-to-day engagement. Your technical expertise and customer‐centric approach will drive operational success, best‐practice adoption, and long‐term customer satisfaction. Through this trusted‐advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions after deployment and assist them with continuous optimization.
In this role: As a Technical Customer Success Manager, you need to be driven by the success of delivering high‐impact technical solutions and fostering strong client relationships.
- Operationalize & Realize the value of Skyhigh
- Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.
- Work closely with customers to understand customer business goals and use cases, and tailor adoption plans to help them achieve results.
- Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
- Use your technical expertise to conduct health watch and provide advisory to drive best practices adoption, solution optimization, component fine‐tuning, DLP configurations.
- Proactively monitor customer deployments and solutions, and drive communication as needed.
- Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as and when required.
- Run regular governance meetings at operational level to ensure day‐to‐day functionality of the product and drive adoption activities.
- Plan and execute governance meetings with customer C‐level to drive strategic planning and value discussion.
- Conduct best practices workshops, and execute training around key features & use cases.
- Develop and deliver QBR and Value Plans for customers.
- Mature the use of Skyhigh
- Work with customers to identify needs in their security plan where Skyhigh could add value.
- Work cross‐functionally with Sales and Solution Engineering to create opportunities for growth within the account.
- Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.
- Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.
General Background and Experience required for a Technical Customer Success Manager:
- Requires fluent written and verbal proficiency in both German and English languages.
- 5+ years of customer‐facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure.
- Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
- Excellent understanding on application layer protocols (HTTP-HTTPS/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.
- Sound fundamentals of TCP/IP, HTTPS, SSO‐SAML, SaaS understanding and in‐depth knowledge of Networking & Security Concepts.
- Strong troubleshooting and problem‐solving skills with a customer‐first mindset.
- Excellent customer management skills, including the ability to influence and manage deeply technical customers.
- Self‐motivated, with excellent interpersonal, communication, presentation, documentation skills.
- Demonstrated ability to translate technical concepts for various audiences.
- Ability to manage multiple accounts while prioritizing key customer needs.
It would be great if you also have the following, but they are not required:
- Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired.
Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family‐friendly benefits to all of our employees.
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We are serious about our commitment to a workplace where everyone can thrive and contribute to our industry‐leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Our Commitment to You: At Skyhigh Security, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.
Skyhigh Security conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.
Skyhigh Security does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Skyhigh Security will never keep any original work authorization documents that we may be required to review during the hiring process.
Technical Customer Success Manager (German & English Language) in London employer: Skyhigh Security
Skyhigh Security is an exceptional employer that prioritises employee growth and well-being, offering a dynamic work environment in the heart of the security industry. With a commitment to flexibility through a hybrid work model, comprehensive benefits including medical coverage and paid parental leave, and a culture that values authenticity and collaboration, employees are empowered to thrive and contribute meaningfully to innovative security solutions. Join us in Aylesbury, where your technical expertise will be valued, and you will have the opportunity to build lasting relationships with key customers while advancing your career in a supportive and engaging atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Success Manager (German & English Language) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Skyhigh Security. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Skyhigh Security before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Success Manager (German & English Language) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Skyhigh Security:Your cover letter is your chance to shine! Tell us why you want to work at Skyhigh Security specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Skyhigh Security!
How to prepare for a job interview at Skyhigh Security
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
