Senior Technical Success Manager, Public Sector

SentinelOne

5d•$108,000 - $120,000

About The Position

As a Senior Technical Success Manager, Public Sector, you will be tasked with delivering a portfolio of technical resources, providing support and guidance to customers through a variety of phases (deployment, business-as-usual, incident/outages), and contributing to the overall strategy to drive customer engagement and experience across all SentinelOne solutions, reporting to the Manager, Technical Success, Public Sector. Your key responsibility will be to serve as the technical account manager on assigned accounts, creating an engaging and productive experience for customers to enhance their technical understanding of the solutions. You will be a versatile individual who supports a wide range of initiatives as the program scope continues to be defined at SentinelOne, including regular cadence reporting on key metrics as defined by Customer Success leaders (for example, indicators of feature adoption). Please note that under Federal & FedRAMP regulations, hiring for this role is limited to US citizens only. FedRAMP staff may be subject to customer or third party background checks up to and including secret clearance if required by their role at SentinelOne.

Requirements

At least 5 years of experience in enterprise SaaS (preferably in Endpoint Protection) in related roles such as support, training, or professional services, accompanied by a Bachelor's degree.
2 or more years of hands-on experience in a cybersecurity role, and at least 3 years of field engineering experience such as Senior Support Engineer (tier 3 to 4), Technical Account Manager, or Pre-Sales Engineer.
3 to 5 years of experience directly engaging with enterprise customers.
US-based status, required to support and operate within SentinelOne's FedRAMP infrastructure.
Deep understanding of security technologies, architecture, and operations, with a track record of advising customers on industry best practices, and in-depth knowledge of threat handling, incident response, and SOC operations.
Proficiency across Windows, macOS, and Linux operating systems as well as containerized environments, demonstrated scripting experience with working knowledge of Python, PHP, and Unix shell scripts, and proficiency with MongoDB or comparable experience writing database queries and basic scripts, where MongoDB is preferred.
Customer-centric focus with proven expertise in effective problem resolution, exceptional organizational skills, and professional written and verbal communication skills.

Nice To Haves

Experience in the IT or Cybersecurity industry, especially Endpoint Security with host-based (endpoint agent) security solutions, is preferred.
Training and enablement delivery experience, including seeking out training opportunities and information to share with the broader team and developing training for the team and customers, is preferred.
A strong orientation towards goals and strategic alignment with organizational and company goals, experience providing support or engagement to customers with a focus on technical adoption, and embodiment of the core values of SentinelOne (Trust, Accountability, OneSentinel, Relentlessness, Ingenuity and Community), are preferred.

Responsibilities

Ensure that SentinelOne is portrayed in a positive, authentic way as an ethical provider of reliable, effective and scalable security solutions.
Act as a technical resource supporting assigned customers and the account team with technical inquiries and requests.
Deliver professional and technical account management services following the best practices and established procedures through proactive communication, strategic advisory, technical project management, service reviews, escalation management, training, and more.
Lead complex implementation and onboarding projects for S1 products and services.
Work closely with internal stakeholders to advocate customer needs cross-departmentally, resolve technical and business issues, define feature requests, identify growth opportunities, and collect customer feedback.
During incidents and outages, serve as the customer's point of contact and voice of SentinelOne, while internally organizing teams and coordinating communication channels.
Present technical working and learning sessions to improve the overall customer experience.
Manage and mentor team members, and coordinate across the organization to advocate for the team and its activities.
Stay up to date with the latest industry trends, content and topics surrounding S1, cybersecurity, and endpoint management.
Provide insight into program risk and maturity in support of Customer Success leadership, and identify account risks and upsell opportunities to support account growth.