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Customer Success

Professional Services Manager

Secret Double Octopus, a Series B cybersecurity startup backed by leading VCs, is looking for an experienced Professional Services Manager to join its growing CS team and help revolutionize the workforce authentication market. The company’s main product has recently been awarded industry best status from key analyst groups and is targeting the growing cybersecurity Passwordless Authentication market.

The PSM is a corner stone of our customers success by becoming a trusted advisor to our new customers, helping them to realize the true power and value of our Platform. You will be responsible for leading the customer through architectural design and solution implementation in challenging landscapes.

You will acknowledge, analyze, and resolve software questions and issues encountered during the post sales process.  This position requires a talented individual that excels in comprehensive problem analysis, software support, customer’s management skills and customer service attitude.

The position involves coordinating and interacting with a technical team based in Tel Aviv, sales team based in the U.S. and reporting to our VP Customer Success based in Israel.

Location: US
Work Model: Remote
Employment Type: Full Time
Seniority Level: Mid-Level

Key responsibilities:

  • Provide customers with a best-in-class service experience and become trusted adviser – Lead solution architecture design, implementation process, user journeys and onboarding
  • Gain a deep understanding of Secret Double Octopus’ solution, features and options enabling you to drive our customers to successful deployment and adoption
  • Provide day to day functional and technical software application solutions and support to Secret Double Octopus prospects and customers
  • Install and troubleshoot on-site software application issues, be focal point for any technical issue in integrating the SDO Platform
  • Log customer reported issues on Secret Double Octopus support tracking system
  • Provide constant and proactive ongoing communication with customers
  • Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base
  • Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is high
  • Act as key communicator between the CS organization and the engineering team.

Requirements:

  • Mandatory: At least 5 years’ experience with client facing positions as a Professional Services, Delivery, or consultant.
  • Mandatory: At least 5 years of broad hands-on experience in IT Security, IT infrastructure, IT systems management, including Networking (Firewalls, VPNs, OSI), Operating Systems and deployment tools
  • Mandatory: At least 5 years’ experience with Microsoft Enterprise Windows systems, Security and servers including Active Directory administrative task (LDAP, setting GPOs, permissions, certificates etc.)
  • Mandatory: At least 2 years’ experience of working (set, configured and fix) with authentication protocols (SAML/LDAP/LDAPS/RADIUS/OIDC etc.)
  • Mandatory: At least 2 years’ experience with SMB and Enterprise implementation projects –
  • Mandatory: At least 2 years’ working knowledge in RH/Centos Linux environments, including server and software installation, configuration and debugging (tcpdump, ssh, NC, winscp etc.)
  • Analytical – must possess the ability to understand clients’ business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features
  • experience with Project management methods and tools.
  • Strong customer orientation skills, great interpersonal skills and a “can do” attitude
  • Experience and knowledge with any of the below is a big advantage:
    • OKTA, ForgeRock, RSA
    • Cloud base systems such AWS, G-Suite, Azure.
    • Data bases (MySQL, Redis, ELK stack an advantage)
    • Cryptographic/security protocols (e.g. LDAPS, SSL, TLS, IPSEC, etc.)
    • REST API and scripting
  • Fluent English, additional languages an advantage
  • Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
  • Excellent verbal and written communication skills and professional etiquette
  • Supportive team player
  • Flexible and adapts well to rapid changes

Interested? Send us your CV at [email protected]