Technical Customer Success Manager (Cybersecurity, APAC)

The Position

OPSWAT is now searching for a Customer Success Manager who will work as a key customer contact as part of the larger OPSWAT sales team to work primarily with our Platinum and Key accounts to ensure a smooth experience across their OPSWAT journey, helping to ensure the customer receives the maximum return on investment from their OPSWAT Solutions. You will serve as a product and industry expert, effectively assisting customers with onboarding to OPSWAT, technical how-to questions and managing any escalations that might arise. You will be a trusted point of contact for our customers while advancing the adoption and usage of solutions.

We are interested in candidates primarily based in Taipei, Taiwan, who have excellent written and verbal communication skills.

What You Will Be Doing

• Be a trusted advisor primarily for our Platinum and Key customers with a focus on Adoption, Retention and Experience.
• Provide technical guidance to customers on product configuration and best practices.
• Understand and align with the customers security and business objectives, including pain points.
• Collaborate with our technical support team to address and resolve complex technical issues.
• Conduct training sessions or workshops with customers to understand their environment and strategize for future success.
• Work closely with the wider OPSWAT team to identify potential opportunities to expand the OPSWAT portfolio within existing customers and drive product adaptation.
• Stay up to date on industry trends and emerging technologies, especially in the security space.
• Conduct Quarterly reviews with customers to ensure product and feature adoption is maximized.
• Assist OPSWAT professional services team where required to ensure onboarding is successful and as easy as possible for the customer.

What We Need From You

• Bachelor's degree in a technical discipline, or equivalent experience
• 3+ years of cybersecurity or networking software in a CSM or TAM role.
• Excellent track record in developing customer relationships or working as a trusted advisor.
• Strong presentation and communication skills, with the aim of showcasing new features or functionality that is relevant to the customer.
• Experience troubleshooting enterprise applications in Windows and Linux environments.
• A good foundation of networking concepts.
• A self-motivator who thrives on identifying and resolving customer pain points.
• Comfortable leading discussions within the cybersecurity domain to all customer levels (CISO to IT administrator).
• Strong presentation and communication skills, with the aim of showcasing new features or functionality that is relevant to the customer.
• Highly ethical and professional personal conduct.

It Would Be Nice If You Had

• Experience working for a Cyber Security Vendor.
• Experience working as a Technical Account Manager or Customer Success Manager.
• Experience working in a technical support team.
• Strong understanding of security industry and best practice for prevention or mitigation.
• Knowledge of Sandbox and anti-malware products and markets.
• A technical understanding of APIs.
• Experience in Cloud Based Services (Azure, AWS and GCP).
• Experience working on Linux based infrastructure.
• Experience working with OT security solutions.
• Any relevant security industry certifications.