Support Technical Project Manager

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The purpose of the Support Technical Project Manager (TPM) Team is to be the liaison between Qualys customers and internal teams within Qualys. The TPM team's primary focus is to ensure the customer's continued success using the Qualys Cloud Platform. This is achieved by proactively monitoring their cases to help push on high-priority Support tickets, Business Critical feature requests, escalations, and account usage for anything that could put the customer at risk of churning.

• The TPM team will actively engage with the appropriate Qualys resources to ensure the customer's issues are prioritized and updates are provided consistently.
• Responsibilities of a TPM are as follows (indicative and prescriptive)
• Support Case management facilitation (prioritization and tracking) as per client needs.
• Provide an outstanding experience that increases retention of accounts that would lead to renewals and adoption of Qualys products.  
• Improve customer experience throughout the end-to-end customer lifecycle. 
• Partner with Sales to ensure smooth renewal and expansion opportunities are identified. 
• Ensure that account issues are resolved quickly by escalating to the company's appropriate stakeholders and working with global delivery. 
• Host & drive onboarding, implementation, weekly status meetings with the customer, meeting minutes, and tracking of deliverables. 
• Review product adoption, overall customer experience, and perception of product and service through establishing MBRs/QBRs.  
• Participate in the Incident management process and drive Incidents for their customers. 
• Understand and document the impact of an issue that may present to a customer, the priority of any open tickets, and timelines for ongoing projects and commitments. 
• Track customer sentiment and identify any revenue risk, document, and project customer voice.
• Facilitate necessary communication between internal teams and customers. 
• Root Cause Analysis (RCAs) and postmortem reports for critical situations
• Demonstrate ability to successfully resolve broadly defined, complex, diverse, and/or, occasionally, unprecedented situations.   
• Track and report internally & externally the overall account health and status of escalations where the account has ongoing escalations. 

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:  

• BA/BS computer science degree or equivalent work experience.   
• Experience in the IT Security domain  
• 5+ years of customer-facing experience managing successful and proven outcomes.    
• 5+ years of SAAS experience   
• Familiarity with Vulnerability Management, PCI, NIST, or Web Applications   
• Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP   
• Prior Qualys product experience and knowledge are added benefits.  
• Project Management, business process reengineering, and change management methodology knowledge.  
• Strong technical understanding and passion for learning new technologies.  
• Excellent communication and presentation skills, both written and verbal    
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric  
• Ability to engage in technical discussions with the customer regarding product usage and identify the business impact of customer issues.