Director, Resident Engineering
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Job Description
Director of Resident Engineering at Armis Security driving customer success in cyber security solutions. Leading a team to enhance customer value and satisfaction while managing strategic client engagements.
Responsibilities:
- Lead and mentor a team of Resident Engineers dedicated to managing platforms for our top-tier customers.
- Act as the primary point of contact post-implementation, taking a critical role in issue management to expedite customer resolutions and ensure satisfaction.
- Foster a trusted advisor relationship with customer partners and executive sponsors, driving product adoption and ensuring the solution delivers full business value.
- Serve as an escalation point for customer concerns and provide strategic guidance to internal teams in handling escalations.
- Collaborate with Customer Experience Leadership to align account activities with the customer's business case and strategy.
- Prepare and educate customers on new features and releases.
- Ensure the successful adoption of Armis playbooks and processes by Resident Engineers.
- Provide monthly KPIs relating to Resident Engineer Program.
- Identify Resident Engineer renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Be the voice of the customer, collecting feedback to drive continuous improvement across all areas, including product development.
- Collaborate closely with the sales team to effectively sell and position Success Services.
Requirements:
- 4+ years of leading Services Teams engaged with top tier customers.
- 7+ years of experience in customer success within SaaS/Cyber Security organizations.
- Expert knowledge and experience in Identity and Access Management (IAM), Security, cloud architecture, as well as on-premise IT.
- 7+ years of consulting and implementation practices on a broad range of IT systems, preferably cloud services and/or identity management.
- Proficiency in enterprise web technologies, security, and state-of-the-art infrastructures.
- Specialized training on support, SAML, and security is preferred.
- 4+ years of application programming and system support experience is strongly preferred.
- Proven ability to be a hands-on contributor and a collaborative team player.
- Excellent communication skills, including issue tracking, triaging, and crisis management.
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, and Service Excellence.
- Familiarity with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday is preferred.
- Bachelor’s Degree Required or Equivalent Experience.
- Availability for up to 35% travel.
Benefits:
- comprehensive health benefits
- discretionary time off
- paid holidays including monthly me days
- highly inclusive and diverse workplace
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