Senior Customer Success Engineer
SKILLS
FULL DESCRIPTION
Senior Customer Success Engineer
Company: [Employer hidden — view at passion-project.co.uk]
Location: London
Salary: £50k - £110k
Job Type: Full-time
Experience Level: Mid-Senior level
About the Role
The Senior Customer Success Engineer (Sr. CSE) is a member of the Customer Experience (CX) team at [Employer hidden].
The CSE team is focused on providing existing [Employer hidden] customers with technical product solutions.
Responsibilities in this pursuit range and include supporting the adoption of the [Employer hidden] platform and services within the customer environment; providing deployment health and value interventions; and identifying additional or new use cases for [Employer hidden] usage within the customer environment, among other value-adding endeavors.
[Employer hidden] is currently expanding the CSE team to accommodate a rapidly growing customer base and accelerating revenue.
This role is a dynamic and varied customer focused technical management position.
This position is a critical customer-facing technical role within the [Employer hidden] CX organization which requires thorough knowledge of cybersecurity and the [Employer hidden] product suite, as well as excellent communication and collaboration skills to work with a variety of customer stakeholders.
A Senior CSE will need to liaise internally with [Employer hidden] Customer Success Managers, Renewals Managers, Analysts, Operations Engineers, and Sales members to ensure customer needs are met, and to sustain consistent renewal and growth of customer accounts.
A Senior CSE will be expected to lead high quality engagements with customers who have large and complex digital estates.
Product & Industry Knowledge
- Act as a [Employer hidden] and security expert and consultant to customers
- Develop and maintain excellent, hands-on knowledge of the [Employer hidden] solution, with the expectations of self-sufficiency and proficiency across all coverage areas of the [Employer hidden] platform
- Conduct deployment discovery and architecture design reviews for existing customers to ensure maximum value delivery across Network, Email, and Cloud deployments
- Work towards and maintain relevant [Employer hidden] certifications
- Have and use industry knowledge and experience to provide consultative guidance to customers on cybersecurity priorities and initiatives
- Understand and engage with the evolving cybersecurity landscape, and work towards/ maintain relevant external certifications on this knowledge as relevant
Value Discovery and Delivery, and Strategic Thinking
- Work with customers to learn their priorities and map to technical solutions
- Apply discovery techniques to work with customer contacts of various personas, from IT, Cloud, and Security administrators to C-Suite executives
- Document and utilize the values statements and needs of [Employer hidden] customers
- Have a mindset of taking ownership over your quota number and KPIs to improve customer deployments and value delivery, and ultimately retention and expansion
Communication and Organization
- Work with customers, peers, and stakeholders efficiently and reliably
- Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross-functional internal teams
- Demonstrate exceptional presentation skills
- Maintain organized and timely documentation, account administration, and updates of internal systems
- Provide mentorship to members of the CSE team on areas of particular expertise
Who you are
- 5+ years of experience in a relevant role, ideally with the cybersecurity industry (i.e: Customer Success Engineering, Technical Account Management, etc)
- Strong knowledge of both on-premise and cloud networking (AWS, Azure, GCP) is essential
- Additional experience in one or more of the following areas also preferred: Email Security; Incident Response; Cloud Security Architecture
- Confident, polished communicator with a proven ability to build lasting, critical business relationships
- Fluency in an additional European language would be beneficial
Salary Benchmarks
Technical Account Management
Expert
Senior
£50k
£60k
£70k
£80k
£90k
£100k
£110k
Company Benefits
- 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
- Additional birthday day off
- Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
- Optional BUPA private medical insurance for you and your immediate family
- Life assurance with a benefit of 4x your annual basic salary
- Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
- Cycle to work scheme
- Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme
Company Funding
- Sep 2018: $50m SERIES E
- Jul 2017: $75m SERIES D
Total funding: $230.5m
Our Take
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. [Employer hidden] addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, [Employer hidden] allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides [Employer hidden] with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.