Customer Success Architect

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

At Forcepoint, a Customer Success Architect is a technical expert who works with customers to demonstrate how to get value out of Forcepoint products. Through proper execution in this role, you will develop customer trust and brand loyalty. Forcepoint’s Customer Success Architects are trusted advisors who work alongside Forcepoint and customer staff to understand challenges, and then develop a business roadmap. This is an exciting time to be at Forcepoint; we are delivering innovative cybersecurity solutions to our customers, such as our Data-first SASE platform, to help them achieve their strategic initiatives.

You will build strong, trusting relationships with Forcepoint customers, by doing the following:

• Understanding customer goals for utilizing Forcepoint cybersecurity solutions and helping customers to overcome technical challenges and realize value from their Forcepoint investment.
• Driving the customer’s adoption of their Forcepoint solutions, to help achieve their defined outcomes.
• Navigating the customer through any technical challenges they might face, orchestrating the proper tactics and Forcepoint resources as needed.
• Working with the Forcepoint Escalation team to document and drive customer cases to resolution.
• Providing recommendations and best practices to the customer, on how to best utilize their solutions.
• Relaying the customer voice to various parts of the Forcepoint organization, such as Sales, Product Management, Professional Services, or Technical Support.

Through these actions, you will help Forcepoint achieve our business goals, including:

• High customer adaptation and renewal rates.
• High customer satisfaction rates.
• Identification of up-sell and cross-sell opportunities
• Proper prioritization of product improvements or updates will help deliver more value to our customers.
• Identifying potential reference customers and case studies.

Requirements

• Experience: 5-10+ years prior experience in a technical customer-facing role such as Customer Success, Solution Engineering, Technical Support, Professional Service, or a related field.
• Strong technical domain knowledge: Prior experience in technical disciplines related to networking, cyber security, ITSM, AI, and similar areas.
• Excellent oral, written, presentation, and interpersonal skills.
• A desire to study new technologies as well as be involved with projects that push the capabilities of existing products.
• Ability to engage meaningfully and interface with clients in the following areas:
• Data Loss Prevention concepts
• Network security solutions such as Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.
• Networking principles such as Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.
• HTTP protocol (Structure, status codes, authentication, etc.)
• Active Directory (domains, structure, permissions, group policies, etc.)
• Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Linux and Windows
• Commitment: You are passionate about customer satisfaction and their results. The customer can count on you to deliver on your promises.
• Communication: Ability to communicate effectively at all levels, both within Forcepoint and within the customer’s organization, including senior management.
• Service Orientation: Proven ability to provide world-class service and support through effective task management and issue ownership.
• Collaborative: Ability to work with cross-functional teams at Forcepoint, to address customer concerns and help them achieve their goals.
• Creativity: Ability to solve problems creatively, including stepping outside of process when necessary.
• Attention to Detail: You are a patient and active listener when interacting with customers.  You capture information from these interactions correctly and accurately.
• Desire to learn: You will need to keep up with Forcepoint’s product developments, industry news, and the competitive landscape.

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.