Customer Success Engineer

ArmorCode is on a mission to supercharge security teams with a new model to reduce risk and burn down critical security tech debt. With its AI-powered ASPM platform, ArmorCode integrates with all your security scanners across applications, infrastructure, containers, and cloud to unify and normalize findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower developers to remediate issues without disrupting their flow. ArmorCode delivers unified visibility, AI-enhanced prioritization, and scalable automation for customers so they can realize a complete understanding of risk, respond at scale, and collaborate more effectively.

Enterprises of all sizes scale their security effectiveness by more than 10x and maximize their ROI on existing security investments with ArmorCode through managing Application Security Posture, Risk-Based Vulnerability Management, Software Supply Chain Security, DevSecOps, and Risk & Compliance. ArmorCoders believe in 5 core values: Hungry. Humble. Hardworking. Honest. Human. Our organization is powered by exceptional professionals who bring fresh ideas and passion to their roles, believing that nothing is beyond reach when our "5H" principles are applied. In their work and professional relationships, ArmorCoders commit to excellence and experiences that leave an impression.

Job Summary

Our Customer Success Engineers play an important role in onboarding new customers and ensuring successful adoption of the platform. Together with the Customer Success Manager, you will be responsible for ensuring a smooth onboarding process when it comes to the technical implementation of ArmorCode SaaS Platform. You will be working closely with Product Management and Engineering teams to ensure the feature requests are getting developed to meet customer use cases.

Strategic Customer Engagement:

• Act as a trusted advisor to customers and internal teams, providing valuable feedback to accelerate and prioritize delivery.
• Identify technical and business requirements, aligning solutions with customer needs to drive value and exceed expectations.
• Serve as the main point of contact throughout the customer journey, collaborating on a success plan with clear outcomes and ensuring effective communication across executives, business owners, and operational resources.

Product Adoption and Insights:

• Drive adoption of our product and solutions, leveraging data to provide 360-degree insights into the current status and progress, from baseline customers to enterprise upsells.
• Network effectively within assigned customers to support and execute their strategy and solutions roadmap.
• Identify risks early on, build and execute "get well" plans, and outline critical success factors and metrics for success while addressing potential issues.

Data Management and Hygiene: 

• Maintain up-to-date customer data in all platforms and regularly verify the hygiene of new and old data to ensure usability.

Exceptional Customer Experience:

• Deliver an exceptional customer experience through proactive communication, utilizing internal resources effectively, and leveraging customer enablement resources to meet business goals. 

Cross-functional Collaboration:

• Liaise between product management, engineering, marketing, and the customer, focusing on communicating product and strategic roadmaps, generating insights to influence company and customer action.

Training and Knowledge Management:

• Drive training initiatives and maintain a training record, continuously updating knowledge.
• Participate in answering level one support questions and contribute to building and updating the knowledge base repository for internal and external use.

Technical Implementation and Integration:

• Accelerate time to value (TTV) through short deployments, working closely with the Development team to find the best setup for customer integration needs.
• Oversee and support technical implementation tasks for new customers.

Qualifications

• 5+ years of experience as a Technical Support Specialist, Software Test Engineer, or similar with cyber security background
• Demonstrate knowledge on the mission of Customer Success functions
• Experience of working with Software as a Service (SaaS,) preferably a Security Software Company
• Experience with Python Scripting and leveraging APIs for workflow automation
• Knowledge of Single Sign-on (SSO), OKTA, etc.
• Experience in technical troubleshooting (product, software, etc.)
• Bachelor's degree in computer science or related degree, coding boot camp, or equivalent work experience is a huge plus
• CISSP, CISM, OSCP, PMP, is a huge plus

Skills 

• Excellent communication skills and enjoyment in working with customers directly
• Excellent problem solver who can thrive in an unstructured environment
• Ability to articulate technical concepts or recommendations clearly to customers
• You are a team player and enjoy fostering collaborative relationships with other departments
• Ability to effectively keep track of customers’ requests in an organized fashion
• Be the primary over the post-sales process (including lick-off, launch, health checks, renewal/upsell)

Behavioural Skills

• Customer-Centric Approach/Solution selling
• Problem-Solving Skills
• Proactive Customer Engagement
• Cross Functional Collaboration
• Excellent Communication Skills

Why you will love it : 

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers
• Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle
• Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences
• Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
• Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team
• Comprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.
• Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered

Join ArmorCode and lead the charge in reducing signal fatigue, prioritizing risk and streamlining key cybersecurity workflows. Apply today to be part of a close-knit team, dedicated to democratizing software security and helping build the safest software possible.

Equal Opportunity