Cyera is a leading data security platform that empowers businesses to realize the full potential of their data. As a Customer Success Engineering Manager, you will play a key role in optimizing our customers' utilization and return on investment in Cyera.
The Opportunity
This is an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises. You can expect to travel between 25-50% annually, enabling you to engage directly with clients and enhance their overall experience.
Responsibilities:
* Serving as a player/coach in a front line manager position for a small team that also supports customers directly.
* Advocating for and enabling the people in the customer success organization.
* Functioning as a principal point of contact for guidance and escalations.
* Participating in the interview process to identify exceptional candidates.
* Leading from the front through active participation and mentoring by contributing to projects in a player-coach role.
* Serving as the primary technical expert on the Cyera Platform, demonstrating in-depth knowledge and expertise.
* Establishing yourself as a trusted advisor to customers at all levels, from practitioners to executives.
* Driving customer adoption through effective onboarding and training processes.
* Gaining a deep understanding of customers' requirements, challenges, and desired business outcomes, and then designing and delivering customized use cases that align with their goals using a consultative approach.
* Proactively ensuring that customers are realizing the full value of their investment and maximizing their return on investment by consistently driving sustained adoption of Cyera's platform.
* Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly.
* Advocating for the customer's voice and feedback, actively influencing Cyera's roadmap and product development.
* Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey.
* Troubleshooting and resolving technical issues impacting customers, ensuring smooth operation and seamless experiences.
* Monitoring and reporting on the overall well-being of customers, tracking key health and usage indicators.
* Collaborating with customers to develop joint success plans.
* Documenting and sharing best practices both internally and externally to foster knowledge sharing and continuous improvement.
* Mentoring other team members, sharing your expertise and assisting in their professional development.
* Conducting Quarterly Business Reviews with customers, evaluating progress, and identifying areas for further improvement and collaboration.
Required Skills and Qualifications:
* An associate's degree or equivalent experience required; a bachelor's degree in computer science or similar experience is preferred.
* Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail.
* A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment.
* A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
* Prior experience collaborating with development teams.
* Proficiency in SQL, scripting languages (e.g., Python or equivalent), and hands-on experience with cloud environments.
* At least three years of hands-on experience with data technologies and cloud technologies, including databases, cloud infrastructure, and basic administration.
* Experience with programming or scripting languages and familiarity with APIs and web services.
* Demonstrated expertise in DLP (data loss prevention), data privacy/protection, DSPM/CSPM (cloud security posture management), SIEM (security information and event management), or vulnerability management with hands-on experience preferred.
* Prior experience working in a software company in a technical customer-facing role is essential.
* Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion.
* A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty.
* Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships.
* A clear and concise verbal and written communicator, capable of conveying complex information effectively.
* Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise.
* Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation.