Customer Success Manager

**_Job Title:_**

Customer Success Manager

**_ Role Overview:_**

The Customer Success Manager ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction.

Strong knowledge of data security hardware, software, networking, and management platforms with an understanding and emphasis on installation, troubleshooting, upgrading, integration, and maintenance of client/server operations is desired.

**About the Role**:

- Foster strong relationships between Trellix and its customers
- Provide advice and recommendations, based upon your own experience and expertise, for Trellix products across all levels of an organization
- Serve as a customer advocate to support the proper functioning of Trellix products deployed throughout the organization
- Coordinate the Trellix team and resources needed to resolve issues that prevent the proper operation of products in production
- Foster strong relationships with the Sales team
- Monitor and manage each of your customers' issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involved
- Collaborate, communicate and coordinate with customers, Support Delivery, Development and Management as required to ensure customers' satisfaction
- Provide weekly status update summary to the customer for all of their current open issues and copy the customer's sales representative on those updates
- Provide Business Reviews detailing the successes, challenges and product health of the customer environment along with identifying risks and making recommendations to mitigate those risks
- Represent customers' interest when they need a patch, hotfix or product enhancement at all levels within our organization
- Provide customer with proactive communication regarding program information, supportability issues and strategic product plans
- Help identify, recommend, and implement improvements in existing processes and procedures related to the proper functioning of Trellix products
- Ensure internal and customer service level goals are met for all issues
- Assist in maintaining effective and efficient communication between customers, sales, Trellix management, and Support Delivery
- Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and Trellix virtual team to discuss past or current issues
- Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues
- Communicate customer's case escalations after these sessions to management so they can be presented to Tier III for inclusion on escalations to development
- Maintain personal technical competency level of Trellix products deployed suitable to clearly understand customer issues and to facilitate effective resolution
- Work with the customer and provide product reports as required
- Review product configuration and advise on best practices when required

**About You**:

- Fluent in Brazilian Portuguese and English required. Spanish is desired.
- Bachelor’s Degree from an accredited institution, especially in information technology, computer science, mathematics, or a related field, is required but may be substituted for relevant job experience
- Five years or more of applicable experience, of those three years must be experience in relationship or customer management in a technical environment with named or dedicated accounts required
- Hands-on experience supporting the Trellix Product Line, especially core products such as: ePolicy Orchestrater, endpoint security products (ENS, VSE, HIPS, DLP, MDE, etc.), Network and Trellix's cloud solutions
- Experience in management of technical projects requiring coordination of various resources for successful outcome
- Strong working knowledge of the Trellix Security product line
- CompTIA Security+, CISSP, PMP, and/or CISM Certification heavily desired and possibly required for continued employment
- Excellent written and verbal communication skills
- Strong personal interaction, presentation and telephone interaction skills at the business professional services level required
- Strong personal computing skills in Windows Operating systems and Microsoft Office suite products
- Ability to multitask and prioritize job requirements in a dynamic environment
- Ability to obtain and maintain a government security clearance may be required

**_Company Benefits and Perks:_**

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimi