Job Title:

Manager, Customer Success Engineering

About Trellix:

Trellix is the cybersecurity company transforming security operations with artificial intelligence (AI), analytics, and automation to create a resilient digital world. Our market-leading AI-powered XDR Platform learns and adapts to disrupt active threats and empower CISOs with living security. The platform’s open architecture and broadest set of native security controls across endpoint, email, network, cloud, and data security integrates with over 500 third-party tools to create multi-vector, multi-vendor event correlation and context to speed up investigations. The Trellix Advanced Research Center provides an additional layer of protection by continuously informing the platform on the latest threat actor TTPs (techniques, tactics, and procedures) and recommendations from millions of global sensors. Trellix and an extensive partner ecosystem accelerate technology innovation and empower over 40,000 business and government customers to build confidence in the protection and resilience of their operations. Learn more at Trellix.com.

Role Overview:

Oversees the technical support operations of Trellix's customers by customer success engineers, ensure the efficiency support delivery and customer experiences, develop internal support forces and improve process efficiency.

Main Responsibilities

• Lead Customer Success service team to deliver Customer Success services and help customers achieve network and information security, risk management objectives and projects success on schedule.
• Monitor service KPI data and listen to customers’ needs and feedback, monitor trending of delivery effectiveness and customers satisfactions based on data-driven analytics.
• Continuously improve internal processes with Sales, Support and Professional Service teams, for better customer experiences and business relationships.
• Achieve Top customer service NPS in all regions and high recognitions from internal stakeholders.
• Develop business partnerships with distributors, resellers and service partners with Channel team, provide technical enablement trainings, and work together to provide suitable service offerings to customers, in terms of cost and quality.
• Experienced with Network and Security related technologies, including major network, OS, cybersecurity, data protection, cloud and virtualization technologies.
   

Skills/Qualifications

• Strong personal computing skills in Windows workstation/servers
• Extensive knowledge of TCP/IP Networking, security architectures and LAN/WAN technologies. 
• Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
• Solid knowledge of the use and configuration of virtual environments such as VMWare.
• Ability to multitask and prioritize job requirements.
• Strong personal and telephone interaction/communication skills at the business professional services level
• Excellent English written and verbal communication skills
   

Desirables

• Tertiary education, either University or Technical College, in computer science or a related field
• IT / IT Security certifications
• CompTIA Security and/or CISSP Certification preferred.
• Experience of supporting Trellix products and advanced or emerging security technologies strongly preferred.
• Additional languages (Mandarin & Cantonese) as an advantage

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.