Job Description

At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.

Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details right—all while building bonds of teamwork and friendships that last a lifetime. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.

The Technical Support Engineering Group at Lacework is critical to Lacework’s mission to automate cloud security at scale so our customers can innovate with speed and safety. 

Lacework is looking for a Technical Support Manager.  As part of the Technical Support team, you will be responsible for our customer’s post-sale experience and long-term success. You’ll work hand in hand with the Account to own and manage relationships for your portfolio of accounts with a focus ensuring customers are continuously realizing business value with the Lacework platform and ultimately remaining customers for life. As an early member of the team, you’ll also have the opportunity to advance and shape our post-sale customer journey, and evolve the resources and tools we use to drive successful outcomes for our customers.

 The Role:

Ensure customers are realizing value and maximizing their return on investment by monitoring key metrics with the Lacework platform and owning ongoing engagement with customers to ensure they are achieving business and security objectives
Develop a comprehensive understanding of the business challenges facing your customers and how Lacework solves those challenges with ROI positive outcomes
Develop a strong partnership with customer shareholders, channel partners, and executive sponsors to drive product adoption, retention, and expansion
Proactively identify hurdles that prevent our customer’s from achieving stated business goals and work with Technical Success Managers, Product and Engineering teams to mitigate risk
Own the Renewals motion with the customer and pulling in a team of Lacework resources as needed for all renewal activities from opportunity identification to negation and close
Understand customers’ and partners’ procurement process
Analyze data and trends to identify growth opportunities and risk
Address and associate business benefits to align with emerging and evolving needs
Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
Monitor and drive key performance metrics like  Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction, Renewals.
Leverage key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above
Evolve our Customer Success processes, tools and resources to advance our customer’s overall experience with us

Qualifications:

Minimum 7 years work experience in account management, customer success, or renewals sales roles, within in SaaS subscription business, and ideally within the security and/or cloud computing domains.
Several years of owning contract development, negotiation and execution
Track record of meeting or exceeding expectations in an individually focused, quota-carrying role.
Exceptional written and verbal communication skills demonstrated through email, conference calls, client visits and presentations, and internal meetings.
Demonstrable results working as a trusted advisor to drive business value for customers
Strong project management skills, ability to multi-task and work in a dynamic environment
Handling customer escalations, balancing customer expectations, and driving  successful resolutions