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Service Delivery Lead :
$4440/ monthly all inclusive
Responsibilities
Account Management
1. Key account ownership and relationship management for our largest customers.
2. Operate as primary point of contact for multiple product lines supporting the customer journey.
3. Operating cross-functionally with clients, end user through C-suite, and internal partners across product lines - Cloud, DevSecOps, Network, and AI security.
Customer Impact
1. Own customer planning, deployment, adoption, account-level reviews, and escalations.
2. Build and manage the customized product delivery to the customer's tech environment.
3. Understand Customer Security Priorities and translate it to Success Plans.
Partnership
1. Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
2. Partner with Post-Sales teams as Professional Services, Customer Success & Support. Engage and coordinate customer delivery across engineering and professional services.
Reporting
Ability to automate reporting using data from Salesforce, GainSight, and Tableau.
Skills
1. 8+ years of professional experience in a customer-facing role, managing high-touch, high visibility post-sales engagements.
2. Specialization in software product and service delivery to strategic customers with expertise in 1+ of the following areas: DevSecOps, Network Security, Security Operations.
3. Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth.
4. Expertise in customer guidance throughout their Journey focusing on Value Realization in addition to managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
5. Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
6. Skilled in customer success software (i.e., Gainsight, Salesforce, Jira, Tableau).
7. Experience handling accounts and partners in Mexico & LATAM.
8. Open to occasional travel according to the need for strategic customer engagement and on-sites - Potential for 10-15%.
9. Ability to create and manage automated reporting from Salesforce or Gainsight using APIs.
10. Proficiency in Google Suite (Google Docs, Sheets, Slides, Drive, etc.).
11. Proven executive-level communications and presentation skills.
Educational Background
Bachelor's or Master's degree in Science, with a focus on Networking and/or Telecommunications.
Professional Experience
Demonstrated experience in cybersecurity, with knowledge in managing security protocols and measures.
Certifications (Preferred)
1. PMP (Project Management Professional) Certification.
2. MISSP (Master Information Security Specialist) Certification.
Seniority Level
Mid-Senior level
Employment Type
Contract
Job Function
Information Technology
Industries
Information Technology & Services and Computer and Network Security
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