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Technical Support Project Manager. (Morning Shift: 6.00 Am - 3.00 Pm IST).
Fostered and strengthened strategic client relationships, serving as the primary point of contact for all issues and improving customer experience throughout the end-to-end customer lifecycle.
DUTIES AND RESPONSIBILITIES:
Proactively escalate account issues to the
relevant stakeholders and collaborate with global delivery teams to ensure timely
resolution
.
Collaborate with Sales to
identify
opportunities for smooth renewals and expansions.
(
Maintain
their active accounts
/modules/ Expiration dates in
a
W
iki
as
well)
Follow the established customer success plan to increase product adoption and
maintain
strong relationships
with customers and internal teams
.
Establish, customize, and
maintain
a regular schedule of customer meetings in collaboration with
the
account management
team.
Host
regular
status meetings with customers and track deliverables, taking accurate meeting minutes.
Maintain a comprehensive account register that documents critical customer workflows to better understand Qualys product mapping in their infrastructure and any relevant information
.
Establish Monthly business reviews (MBRs)
/
Quarterly business reviews (QBRs)
/ Product roadmap
from a support perspective to
align better with customer business goals and drive product adoption and engagement
.
Please
maintain
these meetings ahead of time in a document so that we can prepare well for these
meetings
Participate in the Incident Management
process and drive incident resolutions for assigned customers.
Engage in Qualys integration
activities
and ensure the customer derives
the expected value
from the product
.
Understand and document the impact of any issues that may arise for customers, prioritize open tickets, and manage timelines for ongoing projects and commitments.
During the weekly calls, the summary provided to the customer must be thorough and comprehensive, covering all relevant aspects of their inquiries. It is essential to carefully review each case and their respective updates beforehand to ensure that the customer does not feel like their concerns are falling into a black hole. Instead of offering a vague response like “It’s with Engineering,” TPMs should elaborate on the specific status of their request, including any actions being taken, timelines for resolution, and who
is responsible for
the next steps. This level of detail will help build trust and reassurance with the customer.
Should be able to test/replicate customer use
cases and
scenarios for critical issues
being reported
Proactively keep the customers updated about
any new services or features being rolled out.
Proactively inform customers about the upcoming
behavioural
changes in the product by directing them to the blog post or release notes if they use those modules.
Hand over the cases or issues outside business hours by working closely with your backups, including weekends if there are any P1 or P2 issues.
Track customer sentiment, recognize potential revenue risks, and document customer feedback
on a regular basis
.
Coordinate communication between internal teams and customers to ensure clarity and better alignment. Set
appropriate expectations
at all levels to prevent any misunderstandings
.
Facilitate ad hoc meetings between customers and Qualys internal teams for any critical ongoing issues as needed.
Create Root Cause Analyses and postmortem reports for high-priority incidents and tickets and share them with customers
according to the agreed-upon
SLAs.
Monitor all health metrics (Case responses, Resolutions, and RCA SLAs) related to the customers managed by TPM every week. This will help ensure we are trending in the right direction and provide visibility to management.
Demonstrate the ability to
drive complex, diverse, and occasionally unprecedented situations successfully.
Track and report the overall account health and status of escalations, ensuring that accounts with ongoing escalations are properly
monitored
.
Maintain a centralized log of all feature requests, prioritize them based on customer impact, and coordinate with relevant stakeholders to communicate the product roadmap to customers.
Closely
monitor
all assigned escalated accounts, develop a comprehensive account get healthy plan, and ensure execution and adherence to drive accounts toward a
green
status. Ensure that the account health status
remains
in the GREEN category.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
MA
/
M
S
computer science degree or equivalent work experience.
5+ years of strong technical background
Experience in the IT Security domain
5 + years of customer-facing experience
managing
successful and proven outcomes.
5 + years of S
AAS
experience
Familiarity with Vulnerability Management, PCI, NIST, or Web Applications
Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP
Prior Qualys product experience and knowledge are added benefits.
Project Management, business process reengineering and change management
methodology
knowledge.
Strong technical acumen and a passion
to learn
new technologies
.
Excellent
communication
and presentation skills, both written and verbal
Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
Ability to engage in technical discussions with the customer
regarding
product usage, as well as for
identifying
the
business impact of customer issues.
