Technical Customer Success Manager

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response.

With a vision to secure the vehicles of tomorrow, VicOne, a Trend Micro subsidiary, delivers cybersecurity software and services for the automotive industry. VicOne helps automotive manufacturers (OEMs) and Tier 1 suppliers in their compliance journey and effective cybersecurity strategy implementation. The solutions are purpose-built to address the specialized demands of modern vehicles.

Role:

The Technical Customer Success Manager is responsible for managing the customers’ accounts for their technical and security needs.

Key Responsibilities:

1. Customer Onboarding & Training: Guide new customers through the onboarding process, ensuring they understand and can effectively use our cybersecurity solutions.
2. Technical Support & Account Management: Provide pre- and post-sales technical support, address customer queries, and ensure timely resolution of issues. Maintain strong relationships with key accounts.
3. Sales Engineering: Assist the sales team with technical presentations, product demonstrations, and the development of customized solutions to meet customer needs.
4. Customer Success Initiatives: Proactively engage with customers to gather feedback, identify opportunities for improvement, and ensure high levels of customer satisfaction and retention.
5. Project Management: Plan, execute, and oversee projects related to customer implementations. Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget. Track project progress, manage risks, and communicate updates to stakeholders.
6. Technical Expertise: Utilize a strong technical background and understanding of automotive E/E architecture, automotive software, and automotive cybersecurity to support customer needs and product development.
7. Cross-Functional Collaboration: Work closely with sales, product development, and customer support teams to ensure a cohesive approach to customer management and product enhancement.

Qualifications:

1. Strong technical background with expertise in automotive E/E architecture and automotive software.
2. Bachelor’s degree in Computer Science, Engineering, or a related field.
3. Proven experience in customer success, technical account management, sales engineering, and project management, preferably in the cybersecurity and automotive industry.
4. Excellent communication, problem-solving, and relationship-building skills.
5. Project management certification (e.g., PMP, PRINCE2) is a plus.
6. Experience in Agile process, DevOps, CI/CD is a plus.
7. Understanding of ISO/SAE 21434 standard and Automotive Cybersecurity is a plus.
8. Ability to work independently (home-office) and as part of a team in a fast-paced environment.
9. Willingness to travel in Europe (50%).

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.