Director, Resident Engineering

Director, Resident Engineering

As the Director of Resident Engineering at Armis, you will play a pivotal role in aligning our cutting-edge innovations with the strategic goals and priorities of our esteemed clientele. Your mission will be to elevate the business value and executive synergy between Armis and our customers. This role demands a focus on driving customer adoption and success, offering expert oversight, adoption recommendations, and avenues for enhanced service and risk management. Additionally, you will conduct regular health assessments and contribute to business value assessments to ensure our customers maximize their return on investment from Armis. Success in this role will be measured by heightened customer satisfaction, increased retention rates, and the expansion of Armis' business.

Key Responsibilities

• Lead and mentor a team of Resident Engineers dedicated to managing platforms for our top-tier customers.
• Act as the primary point of contact post-implementation, taking a critical role in issue management to expedite customer resolutions and ensure satisfaction.
• Foster a trusted advisor relationship with customer partners and executive sponsors, driving product adoption and ensuring the solution delivers full business value.
• Serve as an escalation point for customer concerns and provide strategic guidance to internal teams in handling escalations.
• Collaborate with Customer Experience Leadership to align account activities with the customer's business case and strategy.
• Prepare and educate customers on new features and releases.
• Ensure the successful adoption of Armis playbooks and processes by Resident Engineers
• Provide monthly KPIs relating to Resident Engineer Program
• Identify Resident Engineer renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Be the voice of the customer, collecting feedback to drive continuous improvement across all areas, including product development.
• Collaborate closely with the sales team to effectively sell and position Success Services.

Qualifications

• 4+ years of leading Services Teams engaged with top tier customers.
• 7+ years of experience in customer success within SaaS/Cyber Security organizations.
• Expert knowledge and experience in Identity and Access Management (IAM), Security, cloud architecture, as well as on-premise IT.
• 7+ years of consulting and implementation practices on a broad range of IT systems, preferably cloud services and/or identity management.
• Proficiency in enterprise web technologies, security, and state-of-the-art infrastructures.
• Specialized training on support, SAML, and security is preferred.
• 4+ years of application programming and system support experience is strongly preferred.
• Proven ability to be a hands-on contributor and a collaborative team player.
• Excellent communication skills, including issue tracking, triaging, and crisis management.
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, D