Customer Success Architect

Ermes Browser Security; Torino; In loco; EUR 30.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Diversity-friendly workspace

Descrizione del lavoro

Ermes Browser Security is seeking a Customer Success Architect who will be the client’s reference through pilots, onboarding, adoption, retention and growth. You will own the technical and value-driven aspects of the relationship, working with the Account, Product, Engineering and Sales teams to deliver outstanding experiences.

You’ll lead onboarding, support pilots, and build trusted relationships while demonstrating product value and capturing feedback to drive enhancements.

Competenze

• Degree in Computer Science, Engineering or a related technical field, or equivalent practical experience.
• 2–4 years of experience in a customer-facing role.
• Strong customer relationship management and communication skills.
• Hands-on technical aptitude with the ability to configure pilot environments, troubleshoot issues and quickly learn new technologies in the cybersecurity domain.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Analytical, proactive and solution-oriented mindset.
• Willingness to travel to customer sites when needed.

Mansioni

• Support customers throughout pilot projects, including technical setup, configuration and troubleshooting.
• Lead onboarding activities and ensure successful service delivery.
• Build trusted relationships with customers, acting as their technical advisor.
• Present new product features during periodic business reviews, run product trials and demonstrate their value, creating opportunities for expansion together with the Account team.
• Deliver technical and functional training sessions for customers and partners.
• Provide ongoing support, collect customer feedback and translate business needs into actionable insights for the Product team.
• Collaborate with Product, Engineering and Sales teams to continuously improve the customer experience.
• Keep technical documentation and customer-facing materials up to date.

Conoscenze

Customer success

Stakeholder communication

Technical troubleshooting

Travel willingness

Formazione

Degree in Computer Science / Engineering or related field

Descrizione del lavoro

About the role

The Customer Success Architect is the client's point of reference throughout the entire customer lifecycle, from pilots and onboarding to adoption, retention and growth.

You will own the technical and value-driven side of the customer relationship, working closely with the Account team, which is responsible for commercial negotiations and contract management. While the Account team manages pricing and contracts, Customer Success ensures customers successfully adopt our solution and maximize its value.

You’ll join a structured Customer Success team, collaborating closely with Product, Engineering and Sales to deliver an outstanding customer experience.

What You’ll Do

• Support customers throughout pilot projects, including technical setup, configuration and troubleshooting.


• Lead onboarding activities and ensure successful service delivery.


• Build trusted relationships with customers, acting as their technical advisor throughout their journey.


• Present new product features during periodic business reviews, run product trials and demonstrate their value, creating opportunities for expansion together with the Account team.


• Deliver technical and functional training sessions for customers and partners.


• Provide ongoing support, collect customer feedback and translate business needs into actionable insights for the Product team.


• Collaborate with Product, Engineering and Sales teams to continuously improve the customer experience.


• Keep technical documentation and customer-facing materials up to date.

What We’re Looking For

• Degree in Computer Science, Engineering or a related technical field, or equivalent practical experience.


• 2–4 years of experience in a customer-facing role, such as Customer Success, Technical Support, Implementation, Pre-Sales or Post-Sales.


• Strong customer relationship management and communication skills.


• Hands-on technical aptitude, with the ability to configure pilot environments, troubleshoot issues and quickly learn new technologies in the cybersecurity domain.


• Ability to communicate effectively with both technical and non-technical stakeholders.


• Analytical, proactive and solution-oriented mindset.
  
• Willingness to travel to customer sites when needed.

Nice to Have

• Familiarity with cybersecurity concepts, endpoint management solutions, software deployment tools, GDPR and data protection principles. Training will be provided.


• Knowledge of an additional foreign language, preferably German.

What We Offer

Diversity-friendly workspace

Salary range: €30,000–€40,000, depending on experience and seniority

Job Location

This recruitment process is conducted in compliance with the principles of equal opportunity and is based exclusively on skills, professionalism, and merit. It is open to applicants of all genders, ages, nationalities, and personal circumstances, in accordance with Italian Legislative Decree No. 198/2006 (Code of Equal Opportunities), as amended, and Italian Legislative Decrees No. 215/2003 and No. 216/2003.