Technical Customer Success Manager (Tcsm) (Remote)

Ordr is looking for a Technical Customer Success Manager (TCSM) is responsible for developing customer relationships that promote retention and loyalty. Our TCSMs work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.

This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the VP of Customer Success, the work is remote, located in the U.S.A.

• Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer.
• Participates in the review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
• Define, manage, and execute problem resolution plans; clearly communicates disposition to Ordrs’ customers, partners and sales team.
• Identify risks with our clients actively and collaborate with internal teams to remediate client concerns.
• Provide remote technical support to understand, troubleshoot, diagnose, reproduce and provide fault isolation in resolving customer and partner issues.
• Effectively manages many different tasks simultaneously.
• Ability to use diagnostic aids, tools and appropriate lab equipment as necessary.
• Periodically works at customer sites to perform problem isolation and resolution.
• Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments.

• JNCIA, CCNA or higher preferred.
• Must have strong switch and router expertise.
• 802.1x/NAC, Cybersecurity, Vuln management.
• Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
• The ability to relate technical information to non-technical customers.
• Strong empathy for customers AND passion for customer success.
• Strong communication, interpersonal, and customer service skills.
• Must have some Linux, VMWare ESXi, and Firewall knowledge.
• Experience with CSM and CRM tools.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent communication, documentation, and presentation skills.

• 7+ years in a direct technical support role.
• MS/BS in CS/EE or equivalent.