Director 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.

Key duties and responsibilities

Candidates will:

• undergo business level planning for growth and stability and enable customer success;
• 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;
• work with global customer success teams and manage 24/7 customer support teams;
• synchronize with global teams and work towards a common customer success goal;
• manage critical customer situations and build strong relationships with customers and the delivery team;
• articulate 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;
• work with outsourced support partner teams and manage outsourced support process; and
• team build and retain talent.

Skills, experience and qualifications required

Candidates must:

• have an undergraduate degree in Computer Science or equivalent experience. MBA is preferred;
• 12+ years of product experience in networking and security with at least 6 years of related, security support team management experience;
• strong project management skills with proven results working as a reliable advisor to drive business value for customers;
• strong knowledge of Linux/Unix troubleshooting skills, experience with tools such as strace, wireshark;
• strong network troubleshooting skills with the deep understanding of TCP/IP, subnetting, routing, VLANs and protocols including HTTP1/2, DNS, SNMP, FTP;
• thorough knowledge of LAN/WAN networking architecture, Load Balancers, WAN Optimization with relevant work experience;
• advance knowledge of analyzing sniffer traces and able to resolve various Layer 7 issues;
• knowledge of Enterprise Apps and Enterprise Security: SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies;
• working knowledge of security technologies and protocols: Firewall, TLS/SSL, SSH, WAF;
• 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;
• have worked on multiple product support environment specialized in Pulse security products; and
• be a team-oriented individual who works well with others and strives towards the group’s overall success.

Closing date: 17 September 2019