Technical Customer Success Manager

Department: Customer Team

Location: Tel Aviv

Description

We are looking for a Technical Customer Success Manager (TCSM) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and maximum value from their investment in Armis. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations, and capabilities and matching these to the clients’ business goals, while also identifying revenue opportunities. The TCSM serves as the trusted advisor and the business liaison between the customer and all cross-functional teams within Armis, including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement, and others.

What you'll do:

• Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.
• Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and Armis account teams to define success plans and strategy to meet customer’s objectives.
• Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
• Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.
• Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.
• Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
• Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
• Maintain current functional and technical knowledge of the Armis platform and future products.
• Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture
• Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts
• Serve as a customer advocate to guide other resources at Armis towards achieving customer goals
• Validate customer deployment and configuration align with business use cases.
• Validate that use cases are appropriately captured and delivered in a timely manner
• Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments
• Providing technical subject matter expertise where applicable aligned to the expected proficiency
• Collaborating with Engineering, Product, Support and Sales teams to drive account success
  
  

What we expect:

• 3-6 years of experience as a CSM/TAM in a similarly sized organization and working with enterprise accounts through their life cycle journey.
• Solid understanding of IT security technologies and networking concepts, bringing this knowledge to practice in your work with customers.
• Security, Networking or comparable certifications preferred
• Knowledge of IoT and security technologies and best practices (advantage)
• Proven experience as a customer advocate in a fast past paced/growth software and cloud company.
• Possess exceptional verbal, written, social, presentation, and interpersonal skills.
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.