At a Glance
- Tasks: Manage customer relationships and ensure they maximise the value of our security solutions.
- Company: Join Skyhigh Security, a leading cloud company in the security industry.
- Benefits: Enjoy retirement plans, medical coverage, paid time off, and support for community involvement.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Be a key player in helping customers achieve operational success and satisfaction.
- Qualifications: Fluent in German and English with 5+ years in a technical customer-facing role.
The predicted salary is between 60000 - 80000 £ per year.
We are looking for a bilingual German/English speaking Technical Customer Success Manager who will own the relationship with key customers and serve as their technical point of contact, managing day‐to‐day engagement to drive operational success, best‐practice adoption, and long‐term customer satisfaction.
About Skyhigh Security
Skyhigh Security is a dynamic, fast‐paced cloud company that leads the security industry with a market‐leading security platform built on a modern cloud stack. Our solutions simplify data security with easy‐to‐use, cloud‐based Zero Trust capabilities managed in a single dashboard.
Role Overview
As a technical liaison, you will guide customers through maximizing the value of our solutions, helping them operationalise security post‐deployment and optimize continuously.
Responsibilities
- Operationalise & Realise the value of Skyhigh
- Manage the customer relationship and ensure Skyhigh Security is considered a key technology partner.
- Work closely with customers to understand business goals and tailor adoption plans to achieve results.
- Utilise a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
- Use technical expertise to conduct health watches and provide advisory to drive best‐practice adoption, solution optimisation, component fine‐tuning, and DLP configurations.
- Proactively monitor customer deployments and drive communication as needed.
- Evaluate the scope for timely escalation and ensure critical problems are addressed as per priority, working with support engineers and escalation teams.
- Run regular governance meetings at the operational level to ensure day‐to‐day functionality and drive adoption activities.
- Plan and execute governance meetings with customer C‐level to drive strategic planning and value discussion.
- Conduct best‐practice workshops and execute training around key features & use cases.
- Develop and deliver QBRs 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.
- Collaborate cross‐functionally with Sales and Solution Engineering to create growth opportunities within the account.
- Partner with Product Management and Engineering to ensure customer needs inform product development.
- Proactively update customers about releases, updates, and upgrades, ensuring necessary action for availability and satisfaction.
General Background and Experience required for a Technical Customer Success Manager
- Fluent written and verbal proficiency in both German and English.
- 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 environments.
- Solid understanding of technical support processes and ability to work under pressure.
- Good understanding of OSI Model, TCP/IP, and application‐layer protocols (HTTP, HTTPS, SSL, PKI, SSO‐SAML, SaaS).
- Knowledge of networking and security concepts: firewalls, proxies, VPN, SIEMs.
- Strong troubleshooting and problem‐solving skills with a customer‐first mindset.
- Excellent customer management skills, including influencing and managing technical customers.
- Self‐motivated with excellent interpersonal, communication, presentation, and documentation skills.
- Ability to translate technical concepts for various audiences.
- Ability to manage multiple accounts while prioritising key customer needs.
Preferred Skills
- Understanding of cloud platforms such as O365 Suite, Salesforce, Azure, AWS, and GCP.
Company Benefits and Perks
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
Our Commitment to You
Skyhigh Security prohibits 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. We commit to creating a safe and trustworthy environment, conduct interviews via professional channels only, and do not require any fees or payments from candidates.
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 also 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. 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: Trellix
Skyhigh Security is an exceptional employer that fosters a dynamic and inclusive work culture, offering bilingual professionals the chance to thrive in a fast-paced cloud security environment. With comprehensive benefits including retirement plans, medical coverage, and generous paid time off, employees are supported both personally and professionally. The company prioritises employee growth through continuous training and development opportunities, ensuring that team members can maximise their potential while contributing to meaningful customer success.
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 Trellix. 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 Trellix 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 Trellix:Your cover letter is your chance to shine! Tell us why you want to work at Trellix 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 Trellix!
How to prepare for a job interview at Trellix
✨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.
