At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT—fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.
The Technical Success Manager (TSM) is responsible for the successful adoption of our ArcSight & Interset Security solutions, for building value faster and for making the product successful in the customer environment. They will be a knowledgeable trusted advisor to the customer helping them achieve their business goals and drive greater business value.
The TSM is one of the essential interfaces to the customer during the initiation of an engagement, accountable for a speedy and qualitative on prem or SaaS adoption.
Key activities include engaging continually with customers during the adoption phase, establishing trusted relationships, acting as the customer advocate, defining with the customer a desired state and orchestrating Micro Focus functions towards that desired state.
Our Technical Success Managers work directly with customers to enhance their overall experience with the Sec Ops SaaS and on prem products, coordinating resources on the Micro Focus side including sales, support, R&D, Professional Services and/or partners.
We are looking for people with a unique combination of technical expertise, enterprise implementation and project management, and excellent customer facing skills.
Ability to design and implement Sec Ops SaaS and on prem adoption.
Create, document and implement ArcSight best practices.
Acting as a liaison between product management and the customer with a focus on guiding customers while planning and managing their implementations and upgrades and influencing the roadmaps based on customer input.
Proactive management of customer satisfaction and supporting maximization of product adoption and value realization.
Promoting opportunities for two-way communication between the customer and various groups.
Ensuring the client takes advantage of best practices and fully leverages customer communities and other resources available as part of product and service contracts.
Prioritizing, coordinating resources and driving resolution on customer adoption issues.
Collaborate with sales teams to ensure growth attainment and footprint increase through identifying expansion opportunities.
Help the customer identify risks to achieving their stated business goals.
Efficiently and effectively manage customer related projects that require coordination between the customer, Micro Focus and its partners.
Required Skills / Experience:
Customer facing role (consulting, Professional Services, CTO Office) that includes, but not limited to architecture design, defining project plan, best practice and adoption implementation
DEEP UNDERSTANDING OF ARCSIGHT and SIEM technologies, ability to have deep technical discussion with customers. 5 to 7+ years of experience
Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
Excellent verbal and written communication skills
Proven ability to collaborate and build strong relationships with customers especially at the C-level
Proven experience in managing project implementations
Proficient in SaaS and on-prem technologies, Docker containers technology, SIEM technologies, security governance and compliance a plus
Bachelor degree required. Master/ PhD in Science preferred
Experience working in a multi-cultural global organization
Post Pandemic willing to travel in-country and internationally (25%-50%)