The Lead Customer Success Engineer provides leadership and is responsible for the delivery of the technical aspects of the “Land”, “Adopt”, “Expand” and “Renew” phases of the lifecycle of our global customer base. They take responsibility and have accountability for customer satisfaction and successful conversion of our proof of value trials.
Our customers’ vessels are distributed globally, and their headquarters are located across Europe and Asia Pacific, so you need to be willing to work flexibly and regularly negotiate multiple time zones.
Alongside the Business Development / Account Managers, you should enjoy building relationships with prospects’ and customers’ technical teams. You will help refine, continuously improve and scale CyberOwl’s deployment and customer success strategies. You will also provide feedback, gather requirements and work with the Product Development team to define product advancements that continuously reduce the friction of customer adoption and increase customer delight.
You will need to maintain a close working relationship with the Business Development / Account Management, Product Management, Deployment Engineering and Marketing teams. These teams are primarily based in the UK, Europe and Singapore, so you should enjoy working with cross-cultural teams.
As the Lead, you will have ambitions to help us build a winning Customer Success team over time, as we scale, and naturally take interest in mentoring other members of the customer success team.
The role will attract an individual who enjoys working in smaller, dynamic, high-performing teams, where you can directly impact company-wide strategies and process improvement. It is in your nature to be driven by customer happiness.
CyberOwl helps asset operators in the maritime and critical national infrastructure sectors gain visibility, cyber security and cyber compliance of systems on their distributed, remote assets. We provide technologies, a managed service and specific cyber security advisory services to support the asset operator.
Our technologies provide near-real-time visibility of the behaviours of assets and their communication patterns. They are deployed to identify and inventory assets on the IT and OT networks of these operational platforms. They detect and raise early warning of cyber attack tactics, techniques and procedures; identify anomalous and suspicious activity; and monitor for non-compliance with cyber security policies. These are delivered through a modular, distributed architecture that is optimised for environments facing the challenges of intermittent connectivity, bandwidth constraints and the need for remote management.
Our managed service provides assurance and support to asset operators with any level of cyber expertise. We support security operations through alert verification, triaging and providing guidance on appropriate cyber incident response actions.
CyberOwl was shortlisted for the Lloyds Science of Risk Prize, selected into the first GCHQ Cyber Accelerator Programme and is part of the UK Government's centre of excellence for cyber security innovation - the London Office for Rapid Cybersecurity Advancement (LORCA).
Reports To: Chief Executive Officer (initially)
Location: Singapore / Home-based
Salary: SGD90,000-SGD130,000 depending upon experience
Start Date: Immediately / Feb 2021
Supports the business development team with technical pre-sales and post-sales meetings, workshops and processes.
Provides customers with best practices and scopes out the most appropriate deployment and integration approaches.
Plans and coordinates deployments and all customer-facing aspects of post-deployment updates and maintenance, working with the Account Manager.
Works closely with our Security Operations Centre team to ensure customer has the smoothest possible interface during deployment or any security issues.
Diagnoses and debugs, working closely with the Deployment Engineers where appropriate, technical issues during deployment, post-deployment updates and maintenance.
Maintains an up-to-date knowledge of the product architecture.
Being involved in product management strategy and prioritisation sessions to bring the “voice of the customer” to the product roadmap, in particularly related to deployment friction and customer “delight” factors.
Maintains an up-to-date view of the customer journey across the “Land”, “Adopt”, “Expand” and “Renew” phases of the customer lifecycle.
Working closely with the Account Managers, takes responsibility for customer satisfaction and conversion success at each phase of the Customer lifecycle.
Actively identifies and implements improvements to the technical aspects of our processes across the customer lifecycle phases.
Handle the technical escalations in customer feedback.
Working with the Product team to maintain product documentation.
Develop relationships with the technical teams of customers and prospects.
Develop a global customer success team over time.
Outstanding project and stakeholder management.
Excellent communication and influencing skills, proven with handling diverse, multi-cultural stakeholders.
Strong knowledge of infrastructure and networking, both hardware and software.
Working knowledge of virtual machine, hypervisor and remote access technologies.
Working knowledge of workflow or case management software and applications.
Working knowledge of Jira, Slack integrations.
Desirable, but not critical:
Experience of deploying or managing network security devices / applications e.g. firewalls, endpoint detection.
Working knowledge of deploying and maintaining Windows and Linux endpoint agents or other software across an IT estate.
Knowledge of Azure integrations for single sign on.
Working knowledge of industrial control / SCADA networks.
Experience of working in the heavy asset management sectors (e.g oil & gas, energy, offshore). Experience of the shipping sector, including deployments of technology on vessels is a bonus
Minimum of 5 years’ experience as a Pre-Sales Engineer, Customer Success Engineer or Deployment Engineer for networking, software or network security products.
1-2 years in a team leader / management role.
Key Behaviours and Personal Skills
Ruthlessly organised, with the ability to influence others to work together to achieve the required outcomes.
Completer-finisher with an eye for detail.
Innovative, resourceful and an excellent problem-solver.
Inquisitive self-starter who is able to work independently, but also as part of a team.
You must be methodical with an aptitude for analytical thinking.
Equally comfortable with strategic thinking and “rolling up sleeves” to get things done.
Comfortable working in a start-up environment and show a requisite degree of flexibility that means you can cope with last minute changes and shifting priorities.