Manager, Customer Success Engineering

Job Title:

Manager, Customer Success Engineering

About Trellix:

Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at  https://trellix.com. 

Role Overview:

Oversees the technical support operations of Trellix's customers by customer success engineers, ensure the efficiency support delivery and customer experiences, develop internal support forces and improve process efficiency.

About the Role:

• Lead Customer Success service team to deliver Customer Success services and help customers achieve network and information security, risk management objectives and projects success on schedule.
• Monitor service KPI data and listen to customers’ needs and feedback, monitor trending of delivery effectiveness and customers satisfactions based on data-driven analytics.
• Continuously improve internal processes with Sales, Support and Professional Service teams, for better customer experiences and business relationships.
• Achieve Top customer service NPS in all regions and high recognitions from internal stakeholders.
• Develop business partnerships with distributors, resellers and service partners with Channel team, provide technical enablement trainings, and work together to provide suitable service offerings to customers, in terms of cost and quality.
• Experienced with Network and Security related technologies, including major network, OS, cybersecurity, data protection, cloud and virtualization technologies.
   

About you:

• Strong personal computing skills in Windows workstation/servers
• Extensive knowledge of TCP/IP Networking, security architectures and LAN/WAN technologies. 
• Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
• Solid knowledge of the use and configuration of virtual environments such as VMWare.
• Ability to multitask and prioritize job requirements.
• Strong personal and telephone interaction/communication skills at the business professional services level
• Excellent English written and verbal communication skills
   

Aditional Skills:

• Tertiary education, either University or Technical College, in computer science or a related field
• IT / IT Security certifications
• CompTIA Security and/or CISSP Certification preferred.
• Experience of supporting Trellix products and advanced or emerging security technologies strongly preferred.
• Additional languages (Mandarin & Cantonese) as an advantage

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.