Technical Customer Support Manager jobs in New Jersey

Radware, a leading provider of best-in-class cloud-based security solutions, helping MSSPs, service providers and enterprises offer and gain the highest possible level of security, is looking for a Customer Success Manager.

The CSM will manage all aspects of the post sales relationship, ensuring that customers realize business value through the onboarding and adoption of Radware cloud services. In addition to ensuring customer health, contact with customers scheduled service reviews. As a CSM you are responsible for managing a portfolio of customer accounts. You need to build a strong relationship with your customers and ensure regular engagement with the customer.

Engagement framework:

• Once handed over, you will deliver an introductory meeting with the customer and internal stakeholders to determine onboarding milestones and high-level plan.
• Ensure customer rolls out quickly and help by mitigating any challenges that come along to delay or stop deployment using internal resources.
• Reviews with score cards linked to the customers business objectives.
• Coordinate internal resources to ensure customers’ business needs are met.
• Support local teams’ session with the customer during incidents.
• follow up and log interactions with your customers.
• Plan and execute upsell and cross sell activities.

• Experience as a CSM or a project manager
• Networking and security background - a plus
• Experience in upsell/cross sell activities.
• Experience with working with customers directly
• Excellent presentation & Communication skills
• Able to build relationships and trust quickly.
• Able to understand technology.
• Strong communication written and verbal skills.
• Fluent in Spanish Preferred
• Ability to work under high pressure according to processes and procedures.
• Managed resources in a matrix organization in remote locations.
• Active listening skills.
• Preparedness – able to ensure that all areas are considered before engaging with customers.
• Demonstrate empathy – look through the eyes of others.
• Self-aware, quick learner, detail orientated.
• Flexible Schedule.