Director, Resident Engineering
Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.
Armis is a privately held company headquartered in California.
Location - REMOTE US
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, Developing Standards, Help Desk, and Service Excellence.
- Familiarity with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday is preferred.
- Bachelor’s Degree Required or Equivalent Experience.
- Availability for up to 35% travel.
Salary range guidance for this position is: $175,000 - $210,000
The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.
Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.
