Technical Customer Success Manager (French & English Language)Join Skyhigh Security as a Technical Customer Success Manager. As a bilingual French/English speaking Technical Customer Success Manager, you will own the relationship with key customers, serving as their technical point of contact and managing day-to-day engagement.Skyhigh Security is a dynamic, fast-paced cloud company and a leader in the security industry. Our mission is to protect the world’s data. We value learning, openness, and transparency.Role Overview: You will drive operational success, best-practice adoption, and long-term customer satisfaction through a trusted advisor relationship. You will guide customers in maximizing the value of our solutions, helping them operationalize their security solutions post-deployment, and assisting with continuous optimization.Responsibilities:Manage the customer relationship, ensuring Skyhigh Security is considered a key technology partner.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 review the effectiveness and adoption of the deployed solution.Conduct health watches, provide advisory services, and drive best practices adoption, solution optimization, and component fine-tuning.Proactively monitor customer deployments and solutions, driving communication as needed.Evaluate the scope for timely escalation and ensure critical problems are addressed as per priority.Run regular governance meetings at the 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 discussions.Conduct best practices workshops and execute training around key features and use cases.Develop and deliver QBR and Value Plans for customers.Mature the use of Skyhigh: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 customer needs are understood to build better products.Proactively update customers about releases, updates, and upgrades, ensuring necessary action to maintain availability and customer satisfaction.Requirements:Fluent written and verbal proficiency in both French and English languages.5+ years of customer-facing technical role experience in the large enterprise space with a solid understanding of technical support processes and customer management/handling skills.Good understanding of OSI Model, TCP/IP protocol suite, and application layer protocols.Excellent understanding of network security, firewalls, proxy, VPN, and SIEMs.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.Skyhigh Security offers a variety of social programs, flexible work hours, and family-friendly benefits to all employees, including retirement plans, medical, dental, and vision coverage, paid time off, and paid parental leave. We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status.
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