Technical Customer Success Manager

MazeBolt is an innovation leader in cybersecurity and part of the DDoS mitigation space. Our team developed the unique Radar technology that is creating a new DDoS protection standard. Our patented Radar solution automatically detects, analyses, and prioritizes remediation of DDoS vulnerabilities across the network.

This is an opportunity to join a fast-growing startup company composed of skillful team players, working closely with each other and a continuously growing worldwide customer base.

Requirements:

• Minimum 5 years of experience in technical account management or similar customer-facing technical roles, managing large enterprises in the US and Europe
• Strong understanding of the cybersecurity market
• Technical background in networking, DDoS mitigation, or other cybersecurity/networking-related fields
• Excellent communication and interpersonal skills, with a proven ability to build relationships with senior stakeholders (internal and external)
• Ability to explain and present technical solutions to audiences with varying technical expertise
• Experience in managing enterprise-level customer relationships, including senior stakeholders
• Strong presentation skills, comfortable engaging with diverse audiences
• Exceptional verbal and written English skills
• Experience working in a startup environment (advantage)

Job Description:

We are looking for a qualified individual to oversee and address our customers' business technology needs. You will provide accurate technical service before and after the point of sale, ensuring customer satisfaction. As an Account & Presale Manager, you should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience.

This is a key role in MazeBolt's success. This role is ideal for an individual who is a fast learner, well-organized, and independent. You must be a team player and be able to solve problems in highly pressured situations. You must be a communication superstar for this role and your primary objective will be the customer's happiness and retention. You'll be working together, side-by-side with the professional services & sales teams to ensure customer delivery is superb. You will be analysing ongoing technical operations, and formulating processes and documentation. You will be managing our customers and making sure all get the value they deserve and that the value is delivered through excellent service and account management.

Duties and Responsibilities:

• Manage and coordinate all customer engagements through onboarding, adoption, and ongoing success stages
• Work with customers throughout delivery project lifecycles — including architecture design (HLD, LLD, etc.), installation, configuration, and documentation
• Build and promote strong, long-lasting relationships by partnering with customers and understanding their needs and constraints
• Collaborate with Professional Services to deliver optimal solutions to customers
• Convey customer feedback and requirements to Product and Management teams
• Support both pre-sales and post-sales activities to deliver the best possible customer outcomes
• Act as the customer advocate, proactively raising risks or concerns and ensuring timely resolution
• Analyze system usage to recommend self-service or Professional Services activities
• Leverage deep technical and product knowledge to educate customers and expand their use cases
• Assist customers in preparing network infrastructure for product installation
• Troubleshoot and resolve complex networking issues to achieve security, resilience, and compliance goals
• Map and understand customer network topologies, translating them into product requirements
• Respond to functional and technical elements of RFIs/RFPs

Reports to: VP Services