Airlock Digital · 12 hours ago
Technical Success Specialist
Atlanta, GA
Full-time
Hybrid
Mid Level
3+ years expAirlock Digital is a global leader in application control and allowlisting, dedicated to empowering organizations to operate free from malware and ransomware. The Technical Success Specialist will manage and support the self-service customer segment, focusing on driving customer satisfaction, product adoption, and retention through scalable engagement strategies.
Information TechnologySoftware
Responsibilities
Act as the primary point of contact for relevant customers, delivering timely responses and guidance via email, or self-service channel
Drive product adoption by developing and sharing resources, including tutorials, guides, and best practices
Analyse portfolio customer data to intervene and engage with ‘At Risk’ customers
Proactively reach customers through lifecycle campaigns to ensure continuous engagement and satisfaction
Demonstrate a deep understanding of Endpoint cybersecurity products and services to communicate value to customers effectively
Collaborate with customers to define their business objectives and align them with Airlock Digital software solutions
Understand the customer's desired outcomes and develop strategies to drive maximum value from our solutions
Identify unmet needs and customer pain points by deeply understanding our customers' needs and feedback. This information will be fed into our product roadmap
Ensure alignment with customers on objectives, as well as on performance and satisfaction metrics
Identify, develop & implement workarounds to bridge product issues or limitations to achieve customer outcomes
Support the development and implementation of customer service standards & best practices with customer feedback
Work across our business to represent the ‘voice of the customer’ in internal meetings (e.g., feature review and prioritisation, support improvements, etc)
Develop and maintain strong relationships with key stakeholders within customer organisations
Qualification
Required
+3 years' experience in a similar role, preferably in Cybersecurity
Passion for IT/cyber security
Motivated by continual learning and improvement
Possesses an exceptional customer service ethic
A proactive problem solver
Quickly establish rapport with others
Communicate clearly both verbally and in writing
Demonstrated ability to manage and grow large enterprise accounts, delivering exceptional customer satisfaction and business outcomes
Strong strategic thinking and problem-solving skills, with the ability to navigate complex customer environments and identify solutions
Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels of an organisation
Results-driven mindset focusing on driving customer success and achieving business goals
Technical proficiency and the ability to understand and articulate software solutions
Benefits
Flexible Work Environment
Hybrid or Remote
Time Off
Paid Volunteering Time
Birthday Leave
Paid parental Leaves
Home Office Allowance
Company
Airlock Digital
Airlock Digital is a specialist application whitelisting software provider.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jake Smyth
Director of North America/US Sales Founder
Recent News
Help Net Security
2024-11-08
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