Technical Project Manager

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Technical Support Project Manager. (Morning Shift: 6.00 Am - 3.00 Pm IST).

Fostered and strengthened strategic client relationships, serving as the primary point of contact for all issues and improving customer experience throughout the end-to-end customer lifecycle. 

Duties And Responsibilities:

• Proactively escalate account issues to the relevant stakeholders and collaborate with global delivery teams to ensure timely resolution. 
• Collaborate with Sales to identify opportunities for smooth renewals and expansions. (Maintain their active accounts/modules/ Expiration dates in a Wiki as well)  
• Follow the established customer success plan to increase product adoption and maintain strong relationships with customers and internal teams. 
• Establish, customize, and maintain a regular schedule of customer meetings in collaboration with the account management team. 
• Host regular status meetings with customers and track deliverables, taking accurate meeting minutes. 
• Maintain a comprehensive account register that documents critical customer workflows to better understand Qualys product mapping in their infrastructure and any relevant information. 
• Establish Monthly business reviews (MBRs) /Quarterly business reviews (QBRs) / Product roadmap from a support perspective to align better with customer business goals and drive product adoption and engagement. Please maintain these meetings ahead of time in a document so that we can prepare well for these meetings 
• Participate in the Incident Management process and drive incident resolutions for assigned customers. 
• Engage in Qualys integration activities and ensure the customer derives the expected value from the product. 
• Understand and document the impact of any issues that may arise for customers, prioritize open tickets, and manage timelines for ongoing projects and commitments.  
• During the weekly calls, the summary provided to the customer must be thorough and comprehensive, covering all relevant aspects of their inquiries. It is essential to carefully review each case and their respective updates beforehand to ensure that the customer does not feel like their concerns are falling into a black hole. Instead of offering a vague response like “It’s with Engineering,” TPMs should elaborate on the specific status of their request, including any actions being taken, timelines for resolution, and who is responsible for the next steps. This level of detail will help build trust and reassurance with the customer. 
• Should be able to test/replicate customer use cases and scenarios for critical issues being reported 
• Proactively keep the customers updated about any new services or features being rolled out. 
• Proactively inform customers about the upcoming behavioural changes in the product by directing them to the blog post or release notes if they use those modules. 
• Hand over the cases or issues outside business hours by working closely with your backups, including weekends if there are any P1 or P2 issues. 
• Track customer sentiment, recognize potential revenue risks, and document customer feedback on a regular basis. 
• Coordinate communication between internal teams and customers to ensure clarity and better alignment. Set appropriate expectations at all levels to prevent any misunderstandings.  
• Facilitate ad hoc meetings between customers and Qualys internal teams for any critical ongoing issues as needed. 
• Create Root Cause Analyses and postmortem reports for high-priority incidents and tickets and share them with customers according to the agreed-upon SLAs.  
• Monitor all health metrics (Case responses, Resolutions, and RCA SLAs) related to the customers managed by TPM every week. This will help ensure we are trending in the right direction and provide visibility to management. 
• Demonstrate the ability to drive complex, diverse, and occasionally unprecedented situations successfully. 
• Track and report the overall account health and status of escalations, ensuring that accounts with ongoing escalations are properly monitored. 
• Maintain a centralized log of all feature requests, prioritize them based on customer impact, and coordinate with relevant stakeholders to communicate the product roadmap to customers. 
• Closely monitor all assigned escalated accounts, develop a comprehensive account get healthy plan, and ensure execution and adherence to drive accounts toward a green status. Ensure that the account health status remains in the GREEN category. 

Knowledge, Skills, And Abilities Required:

• MA/MS computer science degree or equivalent work experience.  
• 5+ years of strong technical background  
• Experience in the IT Security domain 
• 5 + years of customer-facing experience managing successful and proven outcomes.  
• 5 + years of SAAS experience  
• Familiarity with Vulnerability Management, PCI, NIST, or Web Applications    
• Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP 
• Prior Qualys product experience and knowledge are added benefits.  
• MA/MS computer science degree or equivalent work experience.  
• 5+ years of strong technical background  
• Experience in the IT Security domain 
• 5 + years of customer-facing experience managing successful and proven outcomes.  
• 5 + years of SAAS experience  
• Familiarity with Vulnerability Management, PCI, NIST, or Web Applications    
• Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP 
• Prior Qualys product experience and knowledge are added benefits.  
• Project Management, business process reengineering and change management methodology knowledge. 
• Strong technical acumen and a passion to learn new technologies. 
• Excellent communication and presentation skills, both written and verbal   
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric 
• Ability to engage in technical discussions with the customer regarding product usage, as well as for identifying the business impact of customer issues.