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Manager - Customer Success

Overview

Pulse Secure delivers suites that uniquely integrate cloud, mobile, application and network access to enable hybrid IT. More than 20,000 enterprises and service providers across every vertical entrust Pulse Secure to empower their mobile workforce to securely access applications and information in the data center and cloud while ensuring business compliance.   Pulse Secure has been awarded a 2019 Top Workplaces honor by the Bay Area News. 

 Your Career

  • Team building and talent retention.
  • Manage and drive key performance metrics including Net Promotor Score, First Day Resolution, and other customer support metrics to build a strategic plan for customer success.
  • Synchronize with global teams and work towards common customer success goal.
  • Manage critical customer situations and build strong relationship with customer and delivery team.
  • Articulating complex technical concepts or scenarios to both technical and non-technical audiences.
  • Drive supportability by providing detailed feedback from customers on product quality and features.
  • Work on tools for monitoring and enhancing support experience.
  • Design and manage premium services related to deployment.

Your Experience

  • Must be a team-oriented individual who works well with others and strives towards the group's overall success.
  • Must have worked on multiple product support environment specialized in security products.
  • Knowledge of the principles, practices, theories, and concepts of information security related to network, workstations, servers, mobile devices management, Internet of Things (IoT) and applications.
  • Working Knowledge of Security Technologies and Protocols: Firewall, TLS/SSL, SSH, WAF.
  • Knowledge of Enterprise Apps and Enterprise Security: SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies.
  • Advanced knowledge of analyzing sniffer traces and able to resolve various Layer 7 issues.
  • A thorough knowledge of LAN/WAN networking architecture, Load Balancers, WAN Optimization with relevant work experience.
  • Strong network troubleshooting skills with the deep understanding of TCP/IP, subnetting, routing, VLANs, and protocols including HTTP1/2, DNS, SNMP, FTP.
  • Strong knowledge of Linux/Unix troubleshooting skills, experience with tools such as strace, wireshark.
  • Strong project management skills with proven results working as a reliable advisor to drive business value for customers.
  • 10+ years of product experience in networking and security with at least 5 years of related, security support team management experience.
  • Undergrad in computer science or equivalent experience required. MBA preferred.
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