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Technical Solutions Expert

hace 2 meses

Xico, México Gigamon A tiempo completo
About the Role

Gigamon is seeking a highly skilled Technical Success Manager to join our team. As a Technical Success Manager, you will be responsible for ensuring customer use cases can be deployed through validated designs, driving effective communications with customers and internal teams, and establishing a clear, regular, and effective communication cadence with the customer success managers, account teams, and customers.

Key Responsibilities
  • Ensure customer use cases can be deployed through validated designs.
  • Drive effective communications with customers and internal teams.
  • Effectively scope prospective customer use cases.
  • Proactive engagement with customers to provide clear and consistent experiences for planning, deployment, adoption, integration, and expansion.
  • Establish a clear, regular, and effective communication cadence with the customer success managers, account teams, and customers.
  • Demonstrate an ability to interact at all levels within customer organizations, from C-level to front-line technical staff.
  • Develop continuous product education and awareness programs, delivering 1: Many training sessions as required.
  • Track Customer Success KPIs. Develop and manage action plans to continuously improve delivery and adoption of features.
  • Represent the customer with Gigamon's Support, Engineering, and Product teams when they troubleshoot customer concerns to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
  • Serve as a customer advocate within Gigamon and report customer feedback internally to Account Management, Product Management, and Engineering.
  • Establish oneself as the technical advisor to the customer and a liaison between internal Gigamon teams and the customer to ensure product adoption and stickiness.
  • Develop solutions to solve customer issues, leading towards product experience enhancements.
  • Travel to customer locations and industry events as needed.
  • Evaluate customer needs, coordinate design for a solution, and clearly communicate proposed solutions with an outline of next action items.
  • Deliver succinct and fact-based communications, both verbally and in writing.
Requirements
  • You hold a BA/BS in a quantitative/technical field or an equivalent qualification.
  • With an impressive track record, you bring over 5 years of experience in technical delivery, service delivery, client management, and/or managed services.
  • Your extensive background includes significant experience in customer-facing support or consulting roles, such as professional services, account management, project management, customer service, customer success, and more.
  • You are a team player who possesses a desire and ability to work in a fast-paced, goal-oriented environment.
  • With domain knowledge in networking and security of public and private clouds, you bring valuable expertise.
  • Your strong knowledge extends to the working mechanisms of large enterprise customers.
  • You have a fundamental understanding of network and security protocols and operating systems (Windows, Unix, Linux).
  • Your awareness of current Public and Private Cloud challenges and solutions sets you apart.
  • You have a proven track record in driving internal departments and resources to solve complex customer experience or implementation problems.
  • As an analytical thinker, you exhibit strong problem-solving abilities.
  • You are professionally proficient in English for both business and technical conversations.
  • You have the ability to travel within the US.