TECHNICAL SUCCESS MANAGER

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About the position:

As a Technical Success Manager (TSM) at our organization, you will play a pivotal role in ensuring our customers harness the full potential of the Netskope platform. Unlike traditional Customer Success Managers, TSMs are unique in that they work as a global resource pool, ready to respond to customer needs, rather than being assigned to specific accounts. You'll be a subject matter expert with an in-depth understanding of multiple key product/solution areas within the Netskope platform. Your primary responsibility will be to guide our customers on how to extract maximum value from these solutions. This involves creating and delivering detailed operationalization guidance for Netskope solutions, making it available through self-service, one-to-many, or one-to-one modes, depending on customer requirements. For customers without a Technical Account Manager (TAM), you'll collaborate closely with Customer Success Managers (CSMs) to provide support for specific technical issues. If you're a tech-savvy professional with a passion for helping customers succeed, this role offers an exciting opportunity to make a meaningful impact.
Responsibilities:

• Publish latest best practices for key solutions in collaboration with other teams and make it available to customers via multiple channels like Netskopo Community and Netskope Academy.
• Address customer questions related to best practices and educate customers about broader solution best practices and available enablement resources
• Identifies gaps and assists with the creation and delivery of technical documentation in collaboration with other teams
• Provide assistance to customers in various areas, including general Q/A related to solution capabilities and best practices, relevant documentation for solution deployment, product integrations, and policy configuration.
• Conduct detailed tenant reviews and policy optimizations and educate customers about implementing recommendations to ensure our customers are maximizing the value of the Netskope platform.
• Accelerate evolution of Global Technical Success function by leading and contributing to key initiatives aligned with broader organization priorities

Job Requirements:

• 8+ years of cyber technology experience (data protection, security operations, threat, risk, or identity management); technical pre/post-sales experience a plus.

• Strong, hands-on technical skills, preferably in cloud operations and cybersecurity space; preferred skills include security and networking technologies including Proxies, Next-Generation Firewalls, SSL/IPSec, VPN's, SSO, DLP, and Encryption gateways.

• Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption across cyberspace.

• Ability to manage influence through building consensus while engaging with security programs across multiple business lines/models.

• Successful track record building business-aligned cloud and cybersecurity programs.

• Successful track record of driving product adoption and expansion through understanding the customer's current (and future) network security posture.

• Successful track record of working in a fast-paced start-up environment.

• Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment.

• Successful track record working in and navigating large enterprise environments.

• Portuguese is a big plus.

• Ability to travel 10%.

• Education: Bachelor's Degree.

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Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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