We are looking for an Technical Customer Success Manager on behalf of our client.As a bilingual French/English speaking Technical Customer Success Manager, you will own the relationship with key customers, serve as their technical point of contact, and manage day‑to‑day engagement. Your technical expertise and customer‑centric approach will drive operational success, best‑practice adoption, and long‑term customer satisfaction.ActivitiesManage the customer relationship and ensure that Company Security is and continues to be considered a key technology partner within the account.Work closely with customers to understand their business goals and use cases, tailoring 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.Use technical expertise to conduct health watch and provide advisory to drive best‑practice adoption, solution optimization, component fine‑tuning, DLP configurations.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. Work closely with support engineers and escalation team as and when required.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‑practice workshops, and execute training around key features & use cases.Develop and deliver QBR and Value Plans for customers.Qualifications & ExperienceFluent written and verbal proficiency in both French 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 space with solid understanding of technical support processes, customer management/handling skills and ability to work under pressure.Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).Excellent understanding of application layer protocols (HTTP/HTTPS/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.Sound fundamentals of TCP/IP, HTTPS, SSO‑SAML, SaaS understanding and in‑depth knowledge of Networking & Security Concepts.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.Demonstrated ability to translate technical concepts for various audiences.Ability to manage multiple accounts while prioritizing key customer needs.BenefitsRetirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community Involvement
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