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Manager of Customer Solutions Engineering

Austin, San Mateo

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Manager, Customer Solutions Engineering

Location: Austin TX, San Francisco Bay Area 

Ever use a password to log into a site? That will give you a sense of the size of our market. Every company that requires a login is a potential customer. Passwords are inherently weak and Duo Security has developed a simple way to make logins more secure. Our approach is known as two-factor authentication and we’ve developed a way to make it easy for everyone to use. We're on a mission to end the era of weak passwords and allow everyone to benefit from advanced account security technologies, not just the Fortune 500s.

The Manager of Customer Solutions Engineering is a key member of our Customer Success team, and ultimately responsible for effective planning and delivery of successful implementations of the Duo Security solution. We are looking for an experienced, passionate, and hands-on leader who can inspire a growing team, drive cross-functional collaboration, strategize with executive management, and, most importantly, delight our customers.

The ideal candidate will combine a passion for problem solving with a curiosity to learn new technologies; and a deep process orientation with the flexibility to learn, adapt, and evolve in a fast-paced environment. As an excellent communicator, you will motivate the team and celebrate successes, provide support and guidance while working through obstacles, and provide career and technical development. 

Job Responsibilities:

  • Recruit, train, and lead a team of high performing and ambitious technical solutions experts
  • Accountable for successful post-sales engagements providing deployment, implementation, and best-practice consultative services
  • Maintain Subject Matter Expert level of knowledge of Duo Security solutions and the competitive/industry landscape
  • Collaborate with the broader Customer Success team to deliver a consistently delightful post-sales experience for our customers
  • Act as a key escalation point and lead interactions and collaboration with internal teams to drive urgent issues to resolution
  • Liaise with the Product Management team to represent the voice of the customer
  • Develop and scale our methodology, processes, and tools for solutions delivery
  • Track and optimize key delivery metrics
  • Grow our knowledge repository of best practices, customer learnings, and product/service documentation
  • Engage with the sales team on existing customer up-sell and cross-sell opportunities 

Qualifications:

  • BA/BS degree in a technical field or equivalent practical experience
  • 5+ years experience in managing a team of technical personnel
  • 3+ years experience in solutions delivery / professional services / consulting with a SaaS technology company
  • Advanced project management and requirements-gathering skills, high attention to detail
  • Technically minded with strong relationship building skills
  • Excellent written and oral business communication skills
  • Demonstrated ability to multi-task in a fast-paced environment
  • Proven ability and willingness to be a hands-on contributor as well as a team leader
  • Knowledge of security concepts and protocols (two-factor authentication, identity and access management, Single Sign-On, encryption, firewalls, SSL) is highly desirable
  • Moderate travel may be required (20%)

 

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