Customer Success Technical Program Manager

Job Title:

Customer Success Technical Program Manager

About Trellix:

Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at  https://trellix.com.

Role Overview:

Seeking an experienced Technical Program Manager to lead the health and adoption operations within the Customer Success Organization. Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com.

The Opportunity

The Technical Program Manager will be a key member of the CS Operations team driving operational excellence and CS delivery efficiency. Reporting to the Director of Customer Success Programs, the Technical Program Manager will manage all CS health programs with a focus on business processes, business intelligence, and tooling to drive customer adoption and revenue retention. The Technical Program Manager will simultaneously extend the effectiveness of the team and the organization by creating streamlined processes for scale, communicating consistently, building trust across the organization, prioritizing areas for investment, building a disciplined operational rhythm of the business, and assisting key leaders in achieving focus within their teams.

About the Role:

• As Technical Program Manager you will develop efficient and scalable business processes within the Trellix Customer Success ecosystem
• Promote customer health: lead the construction, implementation, and operationalization of key customer health metrics including product consumption, adoption, and renewal risk indicators.
• Partner with CS leaders and cross functional teams to operationalize defined methodologies into an industry-leading customer experience across the CS functions from sales to implementation to ongoing optimization and growth. 
• Align with the IT organization to manage and optimize the tech stack of tools and applications owning the Customer Success business requirements and Customer licensing consumption models.
• Partner across the Customer Success organization to implement CS tools such as ChurnZero, Looker, UIPath, etc.  
• Manage a portfolio of Customer Success internal projects, managing the portfolio to a roadmap and a prioritization process.  
• Develop and report Objectives and KPI’s for Customer Success, collaborating with CS Leadership; execute against quarterly and annual operational plans.  
• Review, design and execute on improvements all CS Health initiatives
• Build and maximize trusting relationships with CS Leadership Team members to understand and align leadership priorities

About You:

• Your overall career experiences must include ~4 years of technical operational excellence experience honed within a Customer Success / Services operations, strategy, consulting, or customer success product management role.
• 2+ years in Customer Success & Services operational leadership experience gained within an Enterprise B2B SaaS environment is essential.
• Experience gained within Customer Success large transformation programs, including foundational system infrastructure (SFDC, etc.) is essential.
• Previous experience driving priorities, operational rhythm of the business, and collaborate cross-functionally in a global organization 
• Organized and detail-oriented with a love for creating order out of chaos  
• Motivated, energetic, adaptable with Intellectual curiosity paired with a high
• growth-mindset  
• Strong influencing skills, with a reputation for getting things done effectively  
• Your history and ability to engage with and influence the most senior decision makers across the company and our customer and vendor ecosystems will add to your success in this role.
• A balanced operational and strategic mindset, with ability to help set direction and outline key outcomes, will influence your success.
• Experience in the cybersecurity industry is a plus 
• Your experiences as an out-of-box thinker and change agent who operates successfully in a high-growth, rapid-pace environment will contribute to your accomplishments.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We’re serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.