Customer Success Manager (Technical) - Remote

Who Are We?

Airlock Digital delivers forward thinking endpoint protection solutions which enable organisations to implement rapid, scalable allowlisting and execution control. Through first-hand understanding of the operational challenges in cybersecurity, intimate industry experience and an intuitive solution set, Airlock Digital is positioned as the leading, commercial allowlisting vendor worldwide. Allowlisting: Reimagined.

We have an established presence in Australia and the United States, and exciting growth plans to expand both locally and internationally to support our growing global customer base.

Our team members are a bunch of awesome humans, who are friendly, collaborative and humble rock stars – we work hard and are always willing to help each other out.

The flexibility available to team members is second to none, because our leadership team knows that the ability to work where it suits you, is how our team members thrive. We trust our team members to do their job.


What We Are Looking For

We are seeking to appoint a Customer Success Manager (Technical) to join our dynamic team and enhance customer satisfaction from a technical perspective. This role is perfect for someone who is passionate about building strong technical relationships, thrives in a collaborative environment, and excels at ensuring customers effectively integrate and utilize Airlock Digital’s product within their IT environment. As the technical liaison between our customers and Airlock Digital, you will play a crucial role in facilitating successful product integration and maximizing the value our solution brings to their operations. A brief overview of what the role entails…

• Assist with the growth of the Customer Success team with a focus on technical support and integration.
  
• Help design and implement customer engagement programs, including detailed training for new user onboardings, and periodic strategy / performance reviews.
  
• Serve as a technical relationship manager, overseeing the technical value customers achieve from our product.
  
• Identify technical needs and pain points through a deep understanding of our customers IT environments, including operating systems, network/firewalls, and log management. Provide feedback into our product roadmap.
  
• Identify, develop & implement workarounds to bridge product issues or limitations, ensuring customer technical outcomes are met
  
• Develop and maintain strong relationships with key stakeholders within customer organisations, including C-level executives, decision-makers, and end-users.
  
• Serve as the primary point of contact for strategic accounts, addressing their concerns and acting as a trusted advisor.
  
• Collaborate with customers to define their technical requirements and align them with Airlock Digital software solutions.
  
• Lead the technical onboarding process, ensuring successful implementation and integration of Airlock Digital’s product within the customer’s IT infrastructure.
  
  
  

What You’ll Need

• 5+ years’ experience in a similar technical role, with experience managing customer-facing implementation projects.
  
• Technical knowledge of cyber security industry best practices and procedures.
  
• Proficiency with Windows-based operating systems; familiarity with Linux and macOS.
  
• Understanding of network ports, firewalls, SSL negotiation, and endpoint security products, including knowledge of minifilter drivers and the difference between user-mode and kernel-mode.
  
• Familiarity with Log Management and SIEM technologies. Understanding of SIEM tools and the M365 Defender security ecosystem is a plus. Proven ability to represent the voice of the customer with strong relationship management skills.
  
• Commitment to providing exceptional customer service and collaborating with security research teams to enhance service quality.
  
• Strong problem-solving skills with the ability to work independently, under pressure, and manage conflicting priorities, along with patience and positivity, with the ability to stay focused in a growing and changing scale-up environment.
  
• Demonstrated ability to manage and grow large enterprise accounts, delivering exceptional customer satisfaction and business outcomes.
  
• Excellent verbal and written communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels of an organisation.
  
• Broad IT knowledge as an IT generalist with familiarity in scripting/programming (language flexible), RESTful APIs, and Virtual Desktop Infrastructure (VDI), particularly non-persistent VDI environments.
  
• Applicants will need to have the unrestricted right to work in Australia to be eligible for this role.
  
• Successful applicants will need to be willing to obtain a National Police Clearance as part of our final stages of the recruitment process
  
  
  

What We Offer

• We are a business that is passionate about what we do. We are committed to maintaining our positive workplace culture, because we believe the best perk of working for Airlock Digital is the awesome bunch of humans you will be able to call your team members.
  
• One of our key benefits is the flexibility we offer team members. As a result, this role can be either a hybrid position working remotely and in person at the Adelaide office, or a fully remote role, based anywhere in Australia.
  
• Additionally, we have flexible work schedules, a relaxed dress, and other great things like paid volunteering time.
  

We will be assessing applications as they come in, so we encourage you to hit Apply Now and send your resume through to us as soon as possible. No resumes from recruitment agencies, thank you.