Manager, Customer Success Engineer

Carbon Black   •  

Waltham, MA

Industry: Business Services


5 - 7 years

Posted 304 days ago

This job is no longer available.

Why You Matter

Working as part of the Customer Success team in the Sales department, the Customer Success Engineer (CSE), Manager is responsible for the technical health of Carbon Black’s customers after implementation is complete. The CSE, Manager will gain a deep understanding of how Carbon Black’s products operate and their optimal configuration to ensure that customers get maximum value from their investment.  They partner with the Customer Success Managers to ensure that the team meets the company renewal KPI and minimizes churn. This person 

 The ideal candidatehas mature relationship development skills to nurture a consultative relationship withkey stakeholders and security leaders inside and outside of Carbon Black, as well as building relationships with the “hands on” security personnel.

What You’ll Do

  • Establishing processes and procedures for the customer success engineer team to ensure standardization, efficiency, automation, accuracy and timeliness of our order entry
  • Planning and implementing customer success engineer team strategies, including KPI metrics, goals and offerings
  • Developing departmental performance indicators based on combined team and overall company goals and objectives
  • Proactively identify customers who are not following best practice and are at risk technically
  • Partner with CSM teams using established prioritization process to conduct annual Technical Assessments with customers
  • Review various aspects of product configuration and implementation to identify areas of improvement
  • Apprises Customer Success Management and Carbon Black Management of overall health of customers (technical, organizational, operational and sponsorship)
  • Work collaboratively with Support, Engineering, Product Management and Professional Services teams to ensure technical health of customers
  • Collaborate with stakeholders on Customer Success and Sales team to strategize on customer account plans
  • 5 – 10% travel

What You’ll Bring

  • 5+ years of customer support or services team management experience
  • BA/BS in Computer Science, or equivalent work experience
  • Knowledge of enterprise IT infrastructures and configuration, including support and security operations
  • Knowledge of software implementation and patch management tools
  • Knowledge of Microsoft Windows configuration and management
  • Proficient in Windows2000, XP,7, 8, 2003/2008/2012 server and supporting technologies/products
  • Hands on experience with Microsoft Exchange and Active Directory
  • Administrator level understanding around VMWare and Deployment methods
  • Some experience in Linux and Mac a plus
  • Knowledge of compliance and regulatory standards/operations a plus
  • CISM, CISA, CISSP a plus
  • Must be located in the Greater Boston area