Director, Customer Success, APJ

Director - Customer Success APJ, will be joining APAC, EMEA, and CALA Advanced Services organization, to own strategic Radware's customers success and the overall technical escalation process and related relations management for APJ region.

Working directly with customers and cooperating with other teams inside the company - Architecture, Pre-Sale, Sales, Professional Services, Global Support, Cloud technical and CSM operation, R&D and Product Management, to ensure the best value and level of services provided to the customers.

The position location is India.

Responsibilities:

·       Owning Strategic customers experience and success in APJ.

·       Closely working with Sales and Pre-Sales teams in the region, to clearly understand and define the solution and business value for the customers

·       Establishing and maintaining strong working relationships with customers and internal stakeholders, to manage an effective and fast communication cycle, provide visibility and set expectations during standard BAU periods and the outstanding escalated events.

·       During outstanding high priority incidents/events, own and lead a clear and constant communication to provide the required visibility and action plan to the customers’ technical and managerial teams, while working internally with technical teams and leaders to promote resolution for the customer.

·       Analyzing customers’ needs and required SLAs and developing strategies to secure high customers satisfaction.

·       Advocating customers’ requirements internally and closely working with internal teams to deliver the requirements.

·       Proven experience in a technical leadership of customer success and experience in North, East, and Southeast Asia regions – establishment of support procedures, maintenance and delivery planning, technical operation, and support SLA.

·       Strong managerial and organizational skills – setting expectations and leading the cooperation of different teams within the company, to achieve customers success.

·       5+ years of industry relevant, networking or/and security integration, support, and maintenance operation frontal experience with customers.

·       Strong theoretical knowledge and hands-on experience with networking technologies - Layer 2/Layer 3 Switching/Routing, TCP/IP protocols, SSL, firewalls, IDS/IPS, VPN.

·       Strong presentation, communication and interpersonal skills – written and verbal.

·       Fluent English communication.

·       Willingness to travel up to 40%.

Advantages

·       Industry standard networking and/or networking security certifications.

·       Security consulting experience

·       Experience with public cloud technologies

·       Experience with Cloud WAF and DDoS solutions

·       Familiarity with Radware solutions