Technical Customer Success Manager

Technical Customer Success Manager

Summary

Reports to: Director of Customer Success and Professional Services

The Technical Customer Success Manager is responsible for the delivery of technical solutions to our clients to fulfill their needs, customization of SPHERE’s proprietary software platform, SPHEREboard, work closely with customers to resolve support issues, log bugs and manage new feature requests.

Primary Responsibilities

  • Oversee team of implementation engineers and security analysts assigned to clients, mentor and train new engineers for client engagements
  • Provide technical guidance and expertise to team as well as clients; provide ideas and advice on potential operational efficiencies to accelerate milestone delivery tasks to clients
  • Create new and innovative solutions to unique problems encountered by team and client; help design service execution strategies
  • Act as a subject matter expert across multiple domains including Windows, Unix, storage platforms (NetApp, EMC, Hitachi), Microsoft Exchange, Azure and privileged access solutions.
  • Prepare documentation to present to clients that communicates ideas, processes, target operating models, metrics, workflow, swim lane diagrams and other forms of documentation.
  • Work alongside project management to ensure the timely delivery of products and services
  • Submit JIRA tickets to development team and manage client requirements
  • Work with development teams on new features and enhancements
  • Gather feature request from clients for SPHEREboard implementations
  • Help test new third-party partner products
  • Help test, develop and maintain connectors
  • Help test, develop and maintain workers

Skills Requirements

  • Must have exceptional writing ability (writing examples to be presented during interview process)
  • 5+ years of experience in writing scripts or code to accomplish tasks
  • 7+ years of experience managing projects at large globally dispersed environments with a
  • focus on core infrastructure and/or security programs
  • Strong interpersonal and communication skills; capable of training users writing basic
  • documentation
  • Knowledge of folder and share permissions (CIFS and NFS)
  • Knowledge of Microsoft Exchange, including Mailbox and Public Folders
  • Knowledge of SharePoint, Active Directory, and file shares
  • General knowledge of common security products, network tools and other infrastructure
  • platforms
  • Experience with collaborating with Identity & Access Management teams, preferred
  • Expertise with Excel and PowerPoint
  • Ability to write scripts in some administrative language such as VBScript or Powershell
  • Possess excellent written and verbal communication skills

Experience Requirements

A degree in computer science or a related field, preferred

Location – NY tristate area preferred

Compensation – Competitive; Will be based on experience 

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