Senior Technical Support Project Manager

Senior Technical Support Project Manager

Qualys - Discover how Qualys helps your business measure & eliminate cyber threats through a host of cybersecurity detection & remediation tools. Try it today!

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Enterprise Sr, TPM will be responsible for managing key customer engagements. This will include handling communications across multiple internal teams, solution vendors, and customers. The focus will be on managing all customer escalations/prioritization regarding product defects, critical feature requests, ticket reviews, and executive reporting.

Sr. TPM helps address more junior members of the team questions and provides operational training and support to ensure the less tenured team members are equipped with the tools they require to provide the best-in-class service to their customers.

Close coordination is required between various Qualys internal teams: Support, Operations, Development, Quality Assurance, Sales, and Product Management. The right Candidate must have excellent Technical, Organizational, Communication, Leadership, and Customer relationship skills. This candidate would need to understand the customer use case and establish proper expectations with customers, drive speedy resolution within schedule, and communicate status throughout the organization.

DUTIES AND RESPONSIBILITIES:

• Provide an outstanding experience that increases account retention, which would lead to renewals and adoption of Qualys products.
• Improve customer experience throughout the end-to-end customer lifecycle.
• Partner with Sales to ensure renewal and expansion opportunities are identified.
• Follow the defined customer success plan to expand product adoption, nurture, grow, and maintain the relationship.
• Contribute to Customer Success programs' effectiveness by collecting and updating metrics, dashboards, and operational reviews.
• Ensure that account issues are resolved quickly by escalating to the appropriate stakeholders throughout the company and working with global delivery.
• Promote a customer-centric mindset across the organization.
• Host and drive onboarding, implementation, weekly status meetings with the customer, meeting minutes, and tracking of deliverables.
• Review product adoption, overall customer experience, and perception of product and service through establishing MBRs/QBRs.
• Participate in Incident management process and drive Incidents for their customers.
• Participate in Qualys integration and capture value the customer expects. Understand complete mapping and understanding of customer infrastructure, process and use of Qualys product, and a road map to capture the product's full value to reduce risk.
• Assist TAMs with prioritizing, tracking, testing, and delivering new Feature Requests and report back to the respective customer. The customer, supported by the MASA, will be responsible for testing new features.
• Understand and document the impact of an issue that may present to a customer, the priority of any open tickets, and timelines for ongoing projects and commitments.
• Track customer sentiment, identify revenue risk, and document and project customer voice.
• Establish working relationships with key stakeholders and customers. Identify and document Qualys champion and economic buyer.
• Facilitate necessary communication between internal teams and customers.
• Root Cause Analysis (RCAs) and postmortem reports for critical situations. Mentorship of the newer team members on the RCA process and drafting RCA criteria.
• Gather and present measurable indicators of project success via detailed or summarized reports.
• Create and provide presentations to internal and external executive leadership on the state of the accounts.
• Demonstrated ability to successfully resolve broadly defined, complex, diverse, and/or occasionally unprecedented situations.
• Track and report internally & externally the overall account health and status of escalations where the account has ongoing escalations.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• BA/BS computer science degree or equivalent work experience.
• Experience in the IT Security domain.
• 7+ years of customer-facing experience managing successful and proven outcomes.
• Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP.
• Prior Qualys product experience and knowledge are added benefits.
• Project Management, business process reengineering, and change management methodology knowledge.
• Strong technical acumen and passion for learning new technologies.
• Excellent communication and presentation skills, both written and verbal.
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric.
• Ability to engage in technical discussions with the customer regarding product usage and identify the business impact of customer issues.