Job Description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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 toidentifyopportunities for smooth renewals and expansions.(Maintaintheir active accountsmodules/ Expiration dates inaWikiaswell)

• Follow the established customer success plan to increase product adoption andmaintainstrong relationships with customers and internal teams

• Establish, customize, andmaintaina regular schedule of customer meetings in collaboration withtheaccount managementteam.

• Host regularstatus 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 roadmapfrom a support perspective to align better with customer business goals and drive product adoption and engagementPleasemaintainthese meetings ahead of time in a document so that we can prepare well for thesemeetings

• Participate in the Incident Managementprocess and drive incident resolutions for assigned customers.

• Engage in Qualys integration activitiesand ensure the customer derivesthe 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 whois responsible forthe next steps. This level of detail will help build trust and reassurance with the customer.

• Should be able to test/replicate customer use cases andscenarios for critical issues being reported

• Proactively keep the customers updated aboutany new services or features being rolled out.

• Proactively inform customers about the upcomingbehaviouralchanges 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. Setappropriate expectationsat 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-uponSLAs.

• 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 todrive 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 properlymonitored

• 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.

• Closelymonitorall assigned escalated accounts, develop a comprehensive account get healthy plan, and ensure execution and adherence to drive accounts toward agreenstatus. Ensure that the account health statusremainsin the GREEN category.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• MAMScomputer science degree or equivalent work experience.

• 5+ years of strong technical background

• Experience in the IT Security domain

• 5 + years of customer-facing experiencemanagingsuccessful and proven outcomes.

• 5 + years of SAASexperience

• 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 managementmethodologyknowledge.

• Strong technical acumen and a passionto learnnew technologies

• Excellentcommunicationand 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 customerregardingproduct usage, as well as foridentifyingthebusiness impact of customer issues.