Job description

Customer Success Manager (Technical - Secret Required)

Remote - Palo Alto HQ (Secret clearance minimum required)

Responsibilities

• Act as a subject matter expert and trusted advisor to clients, assessing, implementing, and delivering customized integrations and workflows based on knowledge of the industry, ICS best practices, federal project requirements, and the client's business objectives.
• Be the first line of defense in solving customer support requests and coordinating and prioritizing timely resolutions with engineering teams.
• Provide training and coaching to customers on how to establish and manage their Xage Security solutions deployment.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.
• Stay customer-obsessed & represent the customer internally in influencing product roadmap and improvements.
• Work with customers and internal stakeholders to define technical solutions that meet customer use cases and requirements using a combination of internal and in some cases 3rd party software/hardware/tools.
• Collaborate with sales teams to establish strong client relationships with key accounts, particularly within the federal sector, by demonstrating technical expertise and a deep understanding of client needs to help progress organic growth.
• Identity gaps in product functionality and flexibility and proactively work with product management and engineering organizations to address these gaps using a combination of internal R&D and technology/product partnerships.

Required Technical and Professional Expertise

• Degree in Computer Science or Engineering
• 10+ years of experience in implementing and maintaining cybersecurity solutions and services, with a focus on network security of connected and cyber physical systems.
• 3+ years in design and deployment of network security solutions and controls in industrial networks, (i.e., network zoning, segmentation, and isolation designs and implementation)
• Linux system administration & troubleshooting experience.
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution.
• Comfortable with one high-level programming language
• Proficient in Shell/Bash/Python/C++
• Knowledge of virtual machines, network virtualization, and containerization technologies (Docker)
• Customer focus, understand customer needs and not only what customers say. People skills to gain customers respect and compassion.
• Experience with embedded system development
• Experience with firmware development
• Experience with FPGA
• Experience with cryptography algorithms
• Experience on building engineering team and deliver products.
• Experience with certification including FIPS, STIG, etc.
• Experience with distributed system, distributed ledger, and micro services
• Experience with pluggable model architecture, able to review code and APIs.

Additional Requirements

• Experience working directly in an industrial environment is a plus.
• Self-motivated and results focused; ability to strengthen the team and its mission.
• Ability to travel based on the needs of the business. Up to 30%
• Credibility in one or more of the following domains is preferred: US DoD, Energy, Utilities, Logistics and Warehousing, Supply Chain, Oil & Gas, Manufacturing, and Enterprise IT/Cybersecurity.
• Comfortable in teaching and coaching technical subjects. Global Industrial Cybersecurity Professional (GICSP), Certified SCADA Security Architect (CSSA), Certified Information Systems Security Professional (CISSP), or Certified Information Security Manager (CISM) Certifications a plus.

Job Type: Full-time

Pay: $160,000.00 - $220,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer relationship management: 5 years (Required)
• Cybersecurity: 3 years (Required)

Security clearance:

• Secret (Required)

Work Location: Remote

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