Netskope Technical Account Managers are responsible for driving all facets of technical success across the customer journey: through activation, adoption, and operationalization of the Netskope Cloud Security platform. The TAM will work with the customer team to begin planning for success during Activation, the first step in the process. Product Adoption and Operationalization are achieved through the creation and execution of customer-specific success plans that are aligned with a customer’s cloud program and overall business initiatives. TAMs work alongside the customer team to create a proactive, programmatic and positive customer experience. Successful candidates will be customer-centric and proactive team players that possess the empathy to build strong relationships; drive customer loyalty and therefore ensure the customer realises full value from the Netskope cybersecurity platform.

Key Tasks are:

• Work with Enterprise customers as they activate Netskope solutions and drive adoption
• Serve as primary technical contact throughout the customer journey: Activation (alongside PS Project Manager), Adoption and Operationalization 
• Ensure customer success through proactive periodic health checks, product enablement, and developing and sharing best practices
• Use Netskope’s Value Realization Plan as guidance for prioritization and work planning
• Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite
• Research customers’ technical issues in a timely manner and follow up with recommendations and action plans
• Escalate customer issues to management when appropriate
• Act as customer advocate to bring together cross-functional groups for feature, product and feedback discussions
• Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
• Create knowledge base content to capture new learning for reuse throughout the company and user base
• Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications
• Formal weekly report to summarize task progression, support tickets, product highlights, all open issues and pending activities
• Collaborate closely with the sales account teams to ensure we align additional services & solutions to meet customer requirements 
• Track support case progression to ensure issues are being resolved in a timely manner for assigned customers. 

TAM activities:

• Provide best practices guidance in the context of the customer’s environment

• Assist with policies: creating, testing and ongoing fine-tuning
• Drive data analysis and reporting from Netskope platform
• Align with Netskope Support as customer advocate during an escalation
• Coordinate product and feature updates for customer communication
• Deliver quarterly business reviews to align with customer on the value they are realising from the Netskope platform, and identify forward looking goals & action plans. 

Your Experience:

• Experience in technical support, technical account management and/or professional services within the high-tech industry preferred.
• Successful track record of driving product adoption and expansion through understanding the customer’s current (and future) network security posture.
• 5+ years of cyber technology experience (data protection, security operations, threat, risk or identity management); technical pre/post sales experience a plus
• Experience of managing simultaneous and competing customer requests in a dynamic environment, consistently delivering results for your customer. 
• Broad technical knowledge of heterogeneous environments used by Enterprise Accounts
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also to explain impact in business terms
• Ability to summarize a situation clearly for executives within Netskope or the customer organization, and confident in delivering presentations to a senior audience
• Project Management and/or service delivery qualifications (such as PRINCE2 or ITIL); or recognised security qualifications such as CISSP/CISM are desired but not essential.

• Ability to travel 30%

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