Customer Success / Technical Account Management

Summary

Join Wiz, a rapidly growing cloud security company, and contribute to our mission of helping organizations secure their cloud environments. Exciting opportunities exist within our Customer Success (CS)/Technical Account Management (TAM) organization. We offer various roles, including Associate Technical Account Manager, Technical Account Manager, Regional Manager of Associate TAMs, and Regional Director of Customer Success. These roles focus on securing customer cloud environments, ensuring product adoption, and driving customer success. We are looking for individuals with experience in technical customer-facing roles, strong problem-solving skills, and excellent communication abilities. Join our team and help us create secure cloud environments that enable businesses to thrive.

Requirements

• 1-3 years of experience in technical customer facing roles (i.e. Technical Account Manager, Professional Services, Solutions Engineering, Technical Support, Customer Success Engineer)
• A willingness to learn both cloud and cyber security technologies
• Understanding of cloud services, architectures, and security best practices
• Familiarity with container technologies (Docker, Kubernetes) and the security considerations associated with them
• Strong problem-solving skills, with the ability to troubleshoot technical issues and drive resolution
• Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization
• B.S. in Computer Science, Engineering, or similar field, or equivalent experience
• 3+ years of experience in technical customer facing roles, for example: Technical Account Manager, Professional Services, Solutions Engineering, Technical Support, Customer Success Engineer
• Familiarity with container technologies (Docker, Kubernetes) and the security considerations associated with them
• Strong problem-solving skills, with the ability to troubleshoot complex technical issues and drive resolution
• Proven track record of building and maintaining relationships with enterprise clients, driving customer success, and exceeding performance targets
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization
• B.S. in Computer Science, Engineering, or similar field, or equivalent experience
• 5+ years of leadership experience, running scaled or digital touch teams in the cybersecurity, containers, and/or cloud computing markets
• Knowledge of cloud computing and ideally, hands-on experience with building and operating cloud infrastructure
• A highly consultative and strategic mindset, setting ambitious goals and innovating to achieve them
• Proven track record of working with customers at senior levels (ideally up to CxO level) in a Customer Success, Support, Service Delivery, TAM, and/or Professional Services role
• Experience managing customer escalations and balancing customer expectations with design and business requirements
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Thorough understanding of cloud platform features, capabilities, and best practices for securing and building on the cloud
• Ability to thrive in ambiguity and be a self-starter, self-directed, and independent thinker
• Ability to multitask and work in a fast-paced environment
• 10+ years of leadership experience, running blended teams in the cybersecurity, containers, and/or cloud computing markets
• Knowledge of cloud computing and ideally, hands-on experience with building and operating cloud infrastructure
• A highly consultative and strategic mindset, setting audacious goals, and innovating to achieve them
• Proven track record of working with customers at CxO, VP, and Director level in a Customer Success, TAM, and/or Professional Services role, including managing customer escalations and balancing customer expectations with design and business requirements
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Thorough understanding of cloud platform features, capabilities, and best practices for securing and building on the cloud
• Ability to thrive in ambiguity and be a self-starter, self-directed, and independent thinker
• Ability to multitask and work in a fast-paced environment

Responsibilities

• Provide your customers with expert guidance on deployment, operational best practices, and assist in establishing a Wiz Center of Excellence
• Contribute to sessions aimed at helping customers unlock the full value of the Wiz platform
• Contribute to and run community-based one-to-many engagement opportunities (e.g. writing knowledge articles or running webinars)
• Focus on driving out risk in our account base by increasing adoption, ensuring retention, and fostering satisfaction
• Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently
• Advocate for customer needs cross-functionally (i.e.. Product Management and Support)
• Offer insights regarding the availability of new features in Wiz
• Facilitate escalations for more complex or technically challenging issues
• Collaborate with Wiz Sales and Renewal teams to secure contract renewals
• Assist in identifying opportunities for expanding Wiz usage across the customer’s organization
• Provide customers with expert guidance on deployment, operational best practices, and assist in establishing a Wiz Center of Excellence. Serve as the primary Wiz liaison for technical questions or escalations, collaborating with Support, Product Management, and other relevant teams. Contribute to workshops aimed at helping customers unlock the full value of the Wiz platform
• Develop trusted advisor relationships and establish a regular cadence with customer stakeholders from practitioners to C-level, with a focus on increasing adoption, ensuring retention, and fostering satisfaction
• Help customers develop Success Plans, outlining critical goals and key performance indicators, and provide guidance in achieving these objectives. Measure customers’ achievement of these key performance indicators and report those both internally and externally
• Identify and address technical issues to ensure high levels of customer satisfaction. Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently
• Advocate for customer needs across various departments (product management, support, ...). Offer insights regarding the availability of new features in Wiz. Program manage account escalations effectively
• Collaborate with the Wiz Sales and Renewal teams to secure contract renewals. Assist in identifying opportunities for expanding Wiz usage across the customer’s organization
• Maintain up-to-date functional and technical knowledge of the Wiz platform. Continuously monitor news related to new & emerging cloud security threats. Grow your knowledge of the Wiz ecosystem (Cloud Service Providers, Technology partners, ...)
• Lead and develop a team of Associate TAMs focused on driving adoption and success across a large customer pool, ensuring their individual growth and impact
• Champion the voice of the customer within your region, proactively highlighting successes and raising risks to internal teams
• Contribute as a key member of the regional Extended Leadership Team, collaborating with cross-functional leaders to drive regional customer success
• Partner with Global Scaled TAM teams to define, implement, and continuously improve best practices and the overall model
• Own and drive the achievement of key performance indicators (KPIs) related to adoption, security risk reduction, customer health, and retention, consistently striving to exceed targets
• Strategically promote the full adoption of the Wiz platform and the democratization of security practices within customer environments
• Collaborate with global Customer Success peers to develop and execute a unified global strategy focused on excellence
• Serve as the primary point of escalation for critical customer situations within your assigned base
• Maintain a strong technical understanding of the Wiz platform, cloud computing, cybersecurity, and the broader IT ecosystem to effectively guide your team and advise customers
• Enable customers to secure their cloud deployments by proactively advising on cloud security best practices throughout their journey with Wiz
• Collaborate proactively with our Partners and Channel team to ensure positive customer outcomes
• Act as a passionate advocate for our post-sales customer experience, articulating the value of our support packages to prospects when necessary
• Stay current with cloud and cybersecurity trends and our product roadmap to anticipate future customer needs and proactively prepare your team
• Lead teams of TAMs and CEMs, aligned to all customers in the region, and provide coaching, mentoring, and inspiration to your management layer and the wider team
• Act as the voice of the customer in your region, celebrating success and raising risk early and often
• Be an integral part of the region’s Extended Leadership Team, collaborating and contributing with cross-functional leaders on all matters related to the success of the region
• Be both accountable and responsible for a set of metrics and KPIs such as deployment time, product adoption, health score, and customer security risk. Relentless strive to surpass targets
• Continually push for more adoption of Wiz through the full adoption of the Platform and driving democratization of security
• Work with your Customer Success global peers to create and execute a global strategy of excellence
• Serve as a point of escalation in any critical situation related to your customer base
• Be technically astute and highly capable with the Wiz Platform, Cloud Computing, Cyber Security, and the broader IT ecosystem, such that you can guide and advise your teams and your customers as needed
• Advise customers on cloud security best practices and help secure their deployments by being proactive throughout their journey with Wiz
• Be proactive with our Partners and our Channel team to ensure successful customer outcomes
• Be a passionate advocate for our post-sales customer experience and be on hand to articulate to prospects the value of our Support packages
• Keep up to date with Cloud and Cyber Security trends, as well as our product roadmap, enabling you and your teams to anticipate future customer needs

Preferred Qualifications

Strong understanding of cloud services, architectures, and security best practices, with CSP level certifications (e.g., Certified Solutions Architect, Certified DevOps Engineer) preferred