Given our business model where our customers pay us over time, the Customer Solutions Group (CSG) is absolutely vital to our customers deriving long-term value from our platform. To enhance our customer’s experience with Netskope, we need to have a world class Professional Services organization to drive value and success for our customers. This position reports directly to the global PS leader.

The Associate Technical Project Manager (ATPM) for the Americas you will be responsible for: 

• Work in the Americas technical project management organization.
• Working closely with Sales, Support, and Engineering to ensure customer needs are met.
•  Anticipate and interpret internal/external business and regulatory challenges and recommend best practices to improve products, processes or services.
• Act independently to determine methods and procedures on new or special assignments.
• Coordinate service delivery by working in conjunction with the Professional Services Engineers team and our customers.
•  Using the established Clean Order Process, effectively coordinate activities (orders and queries) to ensure that completion is within SLAs. Providing clear directions and escalating where necessary.
• Coordinate the activities of implementation teams to ensure that work order deliverables and timeline, especially the TTL (Time to Live of 90 days).
•  Ensure all agreed timeframes and milestones are met, especially the TTFC (Time to First Customer Contact), TTFTS (Time to First Technical Session).
• Communicate, liaise and escalate (where necessary) within Netskope to ensure successful completion of the project.
• Ensure the completion of the project and the survey response from our customers.
• Ensure all the project documentation is securely stored on-line and off-line as necessary.
• Manage projects with Netskope Partners.

Job Requirements:

• 1–2  years of work experience managing projects and programs in the IT or SaaS industry preferably in a customer service environment.
• Ability to work effectively with both technical and not technical people.
• Experience working with Salesforce, Mavelink, PSA tools and Gsuite.
• Ability to quickly develop strong and open relationships with a service-minded approach to customers, partners, and subcontracting vendors.
• Knowledge of the operations involved in customer service & service delivery.
• Excellent oral / written communication.
• Strong planning & organizational skills.

Other Requirements:

• Travel required up to 20%.
• Whatever it takes' attitude and motivation to do whatever necessary to complete the job.
• Self-motivated.
• Strong problem-solving skills.
• Excellent organizational skills.
• Ability to work well under pressure, develop an in-depth knowledge of the customer business, projects and initiatives.
• A high degree of commercial awareness with a professional approach & strong work ethic.
• Ability to manage customer projects as directed liaising across divisions with key internal stakeholders, as well as IT managers and other key stakeholders within the customers’ organization.
• A goal oriented self starter with a proven track record in achieving targets needing low level management time & attention to perform day to day responsibilities.
• Must be team oriented, high energy & high performance with excellent customer service, time management, interpersonal, communication & computer skills.
• Must have an attention to detail & solid administrative, reporting, research, analytical, troubleshooting skills.
• Demonstrate a proactive positive attitude, motivation, ambition & tenacity.
• Ability to motivate people to produce results and work within both a physical and/or virtual team environment across different cultural boundaries.
• Awareness of changes within the organization.
• Ability to demonstrate flexibility in a constantly changing environment.

 

Preferences:

 

 

• Experience with working with a Fortune 500 companies.
• Prior experience in hyper-growth company a definite plus.

 

Education::

• Bachelor's degree (BSCS or equivalent) or equivalent work experience.

 

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