Customer Success Manager
3 weeks ago
Fortinet is seeking a highly skilled Technical Customer Success Manager to join our team. As a Technical Customer Success Manager, you will be responsible for guiding our clients through all phases of the customer journey, providing expertise and guidance to ensure that our platform delivers maximum value to our clients.
This role involves working directly with clients to anticipate, understand, enumerate, and address their technical requests and concerns. You will serve as a strategic advisor, providing input on security operations and incident response workflows as well as product functionality, technology, and implementation.
Key Responsibilities:
- Proactive engagement with clients to provide clear and consistent experiences for capability deployment, planning, adoption, and integrations.
- Conduct critical conversations related to security and the utilization of our products.
- Establish a clear, regular, and effective communications cadence with the client; conduct periodic stakeholder meetings and quarterly business reviews; maintain an accurate record of discussion and action items.
- Share knowledge, ideas, and experience within the team.
- Develop core competency in Fortinet product line and technologies.
Requirements:
- 3+ years of experience with one or more of the following roles: Incident response team, Threat hunting team, Security Operations Center (SOC), Red/penetration testing team, or similar security-oriented roles.
- 1+ years of experience managing relationships with vendors, clients, and cross-functional teams.
- Ability to speak clearly & confidently about technology and internet concepts and interact with technical customers via email, phone, and online collaboration tools.
- Excellent analytical and problem-solving skills with a strong sense of customer commitment.
- High level of interpersonal skills.
- Knowledge with Security Orchestration, Automation and Response (SOAR) technology and Security Information and Event Management (SIEM) technology.
- At least 1 year of experience in design, installation, and/or operation of network security solutions, including at least three of the following: Firewalls, VPNs, IDP/IPS, Antivirus Gateways, Web Content Filtering, AntiSpam, Vulnerability Managers, Database Security, VoIP Security.
- Experience with operating systems administration, either Microsoft Windows Server or UNIX flavors/variants.
- Experience with authentication systems such as LDAP, RADIUS, TACACS+, Active Directory, Digital Certificates/PKI.
- Strong understanding of common TCP/IP Service Protocols, such as ICMP, DNS, FTP, SMTP, HTTP, SNMP, SSH.
- Strong understanding in the following technologies and protocols: PPTP, L2TP, 802.1q, 802.1x, SSL, IKE, IPSec, 3DES, AES, SHA-1, MD5.
- General knowledge of IT Security standards (e.g. BSI 200-x, ISO2700x, COBIT, NIST) and/or relevant regulations (EU-DSGVO, BDSG, NIS-2/KRITIS).
- Familiarity with REST APIs.
- Familiarity with JSON, parsing and integrations into other structured data sets.
- Industry certification such as NSE, CISSP, CEH, GCIH, etc.
- A team-oriented attitude and interest in working closely with other groups in the company.
- Strong organizational skills and the ability to properly prioritize operations, customer-impacting issues, and project tasks.
- Strong preference for a bilingual English/Arabic speaker.
Educational Requirements:
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