Customer Success Manager

About Trantor:

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE engagement model, we operate as a seamless extension of our client s teams to provide rapid scalability with predictable budgets. Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cybersecurity industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent. Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners.

As a Customer Success Manager, you will be part of a business-critical capability to enable our customers secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are highly technical, understand cloud technologies, and understand the complex world of cloud ecosystems and integrations. You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world s most pressing cybersecurity challenges. The result for the client Better digital protection. The result for you An important career that impacts our daily lives in the digital age.

Job Role & Responsibilities

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Assist customers in implementing custom integrations and workflows to ensure Red Lock solutions are fully integrated into their security operations center.
• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams.
• Serve as a customer advocate in influencing product roadmap and improvements.
• Coach customers on how to establish and manage their Cloud Security Change
• Management/Governance/Center of Excellence programs.
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map RedLock features and associated business benefits to address their needs.
• Be GoTo customer expert on Redlock solutions and become a Subject Matter expert over time.

Required Skills

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field.
• Minimum 5 years relevant work experience in pre-sales, support, customer success, consulting or similar roles.
• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use.
• Experience with Cloud Containers (i. e. Kubernetes) and Serverless technology.
• Experience with security products and/or offerings.
• Ability to communicate technical details to a non-technical audience.
• Excellent organizational and time management skills.
• Self-starter, self-directed and independent thinker.
• Ability to multi-task and work in a fast-paced environment.
• Availability to provide after-hours support on a scheduled / non-scheduled basis.
• Flexibility for travel (30%).
• Highly beneficial to have public cloud certifications (AWS, Azure, GCP, etc. ) prior to joining. It is expected that you will gain public cloud certification within the first 6 months.

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn t stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.