Process Support Engineer
•Abbvie· 13h
🎧 Support⏰ Full-time📈 Mid Level🇺🇸 North Chicago, USA
13h ago
Delinea·11 days ago
About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.
Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
Apply today to help us achieve our mission.
Customer Success Manager Summary:
The Customer Success Manager is responsible for the day to day management of assigned customer accounts. This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals.
What You’ll Do
Be the client advocate and product specialist for assigned customers.
Develop and implement scalable methods for communicating best practices to customers.
Identify at-risk accounts and take appropriate action and/or escalate as needed.
Conduct proactive outreach to anticipate customer needs, provide timely guidance, and strengthen engagement before issues arise.
Coordinate resources by identifying, updating, and organizing the necessary materials and support to ensure successful project execution.
Work with professional services, technical support, and regional sales teams to ensure smooth onboarding of new customers.
Regularly monitor customer health and communicate results with regional sales, support, and renewals teams.
Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
Work closely with customers on renewal during the Customer Journey for optimal retention.
Create direct relationships with sales teams to drive expansions.
Review client requests with technical support, product management, and regional sales teams and escalate as necessary.
Schedule and conduct regular reviews with customers and communicate results.
Develop, prepare, and nurture customers for advocacy.
Be responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as user conferences and webinars.
What You'll Bring:
BA/BS preferred or equivalent experience
4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
Knowledge of privilege access management and cybersecurity best practices
Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions
Competency with Salesforce and Customer Success Management platforms
Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
Excellent verbal and written communication skills
Bonus if you Have:
Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc.
Why work at Delinea?
We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.
We invest in people who are smart, self-motivated, and collaborative.
What we offer in return is meaningful work, a culture of innovation and great career progression.
At Delinea, our core values are STRONG and guide our behaviors and success:
Spirited - We bring energy and passion to everything we do
Trust - We act with integrity and deliver on our commitments
Respect - We listen, value different perspectives, and work as one team
Ownership - We take initiative and follow through
Nimble - We adapt quickly in a fast-changing environment
Global - We embrace diverse people and ideas to drive better outcomes
We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.
We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.
Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.