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Customer Success Manager (Resident Engineer) - Technical
Dubai, UAE Other – Customer Success / Full time / Hybrid As part of our fast growing pace, we are currently looking for a
Customer Success Manager (Resident Engineer). The candidate for this role will manage post-sale Customer relationships including building customer relationships, managing renewals, facilitating expansion opportunities, driving solution adoption & business value, managing escalations and achieving Customer delight. The Customer Success Manager (Resident Engineer) will be focused on a key enterprise client working primarily onsite at Client’s location. The role requires a blend of strong Customer management experience with a strong technical background. RESPONSIBILITIES:
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Account management - Proactively manage client relationships to ensure renewals, referenceability and facilitate expansion opportunities with sales teams
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Drive Product Adoption & Demonstrate Business Value - Drive the adoption of Zimperium’s solution within the Customer’s user base and assist the Customer to realize the business value
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Product & Domain Expertise - Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This includes basic technical skillset to understand architecture; being able to extract & interpret the underlying business data
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Customer Satisfaction & Risk Management - Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations
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Customer Advocacy - Gather Customer’s feedback about products, their use-cases channel them effectively to drive product capabilities
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Customer Onboarding - Assist the Customer with deployment planning, best practices deployment approach and proactive management of risks to facilitate a smooth and agile rollout of the solution
ADDITIONAL RESPONSIBILITIES:
+ Collaborate effectively with internal teams – Work closely with Engineering and Product teams in different time zones to address customer issues
+ Roll up your sleeves - Learn everything about the product and how its deployed to ensure you can have in-depth quality conversations with the customer
QUALIFICATIONS:
+ B.S. in Computer Science or an equivalent engineering degree
+ 10+ years of experience working with Enterprise software solutions, startup experience desirable
+ 5+ yrs of Linux Scripting Experience
+ Database/SQL skills are a must
+ Experience in programming languages like Python and Java
+ 3-5 years of Helm deployments with good expertise of the technology
+ Experience with AWS tooling
+ 5+ yrs experience in customer success roles, preferably with security companies, managing portfolio of large enterprise customers
+ Self-motivated, strong problem-solving skills with good business acumen
+ Domain expertise in Mobility & Security is highly desirable
+ Ability to travel
