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Cloud Security Technical Account Manager

2 mesi fa

Milano, Lombardia, Italia Netskope A tempo pieno
About Netskope

Netskope is a leading cloud security company that has revolutionized the way organizations protect their data and users in the cloud. With a strong focus on innovation and customer success, we have built a robust cloud security platform that enables businesses to securely adopt cloud services and protect their sensitive data.

Our team is passionate about delivering exceptional customer experiences and driving business growth through strategic partnerships and technical expertise. As a Technical Account Manager at Netskope, you will play a critical role in shaping the experience of our strategic customers and driving all facets of technical success across the customer journey.

About the Position

As a Technical Account Manager, you will partner with our customer teams to understand their business goals, cybersecurity strategy, cloud maturity, and technical architecture. You will work closely with our Customer Experience colleagues to plan for success during Activation, Adoption, and Operationalization, creating and executing customer-specific value realization plans aligned to the customer's business goals and security strategy.

You will be responsible for driving day-to-day implementation via the value realization plan, conducting internal sync-up calls with Customer Success Managers, hosting security governance planning and strategy sessions, providing best practices guidance, and assisting with policies, data analysis, and reporting. You will also coordinate updates on product and feature enhancements, maintain and deliver weekly status reports, and align with Netskope Support as a customer advocate during escalations.

Responsibilities
  • Drive day-to-day implementation of the value realization plan to lead the customer's journey from onboarding to operational maturity.
  • Partner with the assigned Customer Success Manager to develop and deliver customer success plans, value realization plans, and quarterly business reviews.
  • Provide leadership in identifying and resolving technical issues blocking successful platform adoption, orchestrating cross-functional teams across Netskope and the customer organization to implement corrective actions.
  • Help identify and document valuable best practices and new use cases, ensuring customers are aware of those that most align to their needs.
  • Coach customers to become Netskope product experts, enabling their teams to become increasingly self-sufficient in day-to-day operations.
  • Advise and assist with policy creation, configuration, and fine-tuning.
  • Understand how customers are utilizing Netskope's solutions and recommend additional features to increase their security posture.
  • Champion customer needs and opportunities for product enhancement with Netskope Product Management and Engineering.
  • Create knowledge base content to capture new learning for reuse throughout the company and user base.
  • Escalate customer issues to management when appropriate.
  • Maintain an overview of support case progression to identify themes and trends, ensuring business context is represented during issue resolution.
  • Develop and deliver formal weekly reports to summarize account status, task progression, open issues, and pending activities.
  • Highlight concerns regarding customer retention and/or growth to relevant Netskope team members and collaborate on action plans to address.
Requirements
  • 5+ years of experience as a Professional Services Consultant/Technical Account Manager with a proven track record and demonstrable skills in presenting technical information at the business executive level or at the architect level.
  • Excellent knowledge and prior experience selling network security technologies, including but not limited to: Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO, DLP, and Encryption gateways.
  • Demonstrable experience with systems installation, configuration, and administration of UNIX/Linux and Windows-based systems, with prior Active Directory/LDAP experience desirable.
  • MDM, Cloud APIs, Strong Networking concepts.
  • Experience working with Fortune 500 companies and prior experience in early-stage startups.
  • Scripting Language (Perl/Python).
  • HIPAA, PCI, PII, ITAR, GLBA, SOX, etc.
  • Data encryption Technologies.
  • SIEM, Load Balancing Technologies.
  • Network Architecture Experience.
  • Proficient in English, Spanish, and Italian in speaking and writing.
Education
  • Bachelor's degree (BSc) preferred.