Technical Customer Success Manager (German & English Language)

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. 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.

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 developed 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 post-deployment, and assist them with continuous optimization.

A little about the role: In this role, you need to be driven by the success of delivering high-impact technical solutions and fostering strong client relationships.

• Manage the customer relationship and ensure that Skyhigh Security is considered a key technology partner within the account.
• Work closely with customers to understand business goals 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.
• Conduct health watch and provide advisory to drive best practices adoption, solution optimization, and component fine-tuning.
• 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 priority.
• 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 and use cases.
• Develop and deliver QBR and Value Plans for customers.
• 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.
• 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 in large enterprise space with solid understanding of technical support processes.
• Good understanding of OSI Model, TCP/IP protocol suite, and application layer protocols.
• 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, and documentation skills.
• Ability to manage multiple accounts while prioritising 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 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

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.