Director, Technical Success

Our Opportunity

Snyk is looking for a Director of Technical Success to join our Sydney based APJ team.

This role will work hand-in-hand with Development and Security leaders from Snyk's customer organizations to advance their security program using the Snyk Cloud Native Application Security Platform. In this role, you know how to design and drive strategic improvements to scale processes, services, and systems that will enable the TSM organization to exceed its adoption, retention, and growth objectives.

You will play a key role, and through your wealth of experience and industry knowledge, have high levels of internal and external visibility and are considered a thought leader. You will have expert level awareness and experience in DevOps, and will be the go to resource for the most complex customer and product scenarios.

You'll Spend Your Time:

• Defining and driving the strategy and detailed execution plan for Snyk's Technical Success Managers.
• Represent Snyk's emerging post sales offerings with the theater
• hiring, mentoring and shaping the capability of a multi-national and expanding team of TSMs.
• Designing engagement capabilities and processes that allow Snyk to effectively reach and improve strategic relationships with each of our customers based on deep analytics and personalization of use-cases.
• Working cross-functionally to drive key business objectives supporting high profile client deployments, new product roll-outs, installations and client escalations in partnership with sales, operations, product management, engineering and technical support.
• Leading the team and as needed, building strong relationships with key customers.
• Partnering with a world class GTM team and being part of a global TSM leadership team.
• Developing a strong understanding of the Snyk Platform.
• Develop strong relationships with customers that will eventually turn them to be referenceable customers.
• Drive the adoption of using Snyk as a product post implementation.
• Excellent management of the customers' journey that drives great CSAT scores, the renewals of the account and having the strong ability to identify opportunities for expansion.
• Proactively engage with internal departments outside of CSG (Sales, Consultancy, PM, R&
  D etc.) to improve processes and ultimately customer satisfaction. Solicits external customer' inputs and experiences.
• Support Organizational growth and practice development through the contribution to Internal Knowledge base
• Take part in cross functional and team collaboration on local, regional, global projects/initiatives that will drive mutually agreed goals.
• Help lead the support of a POD of TSM on running certain key initiatives/projects

What You'll Need:

• More than 10 years of progressive experience leading customer-facing teams for a complex, global SaaS organization serving tech-savvy customers, with a breadth of exposure to both SMB and Enterprise customer needs.
• Have explicit experience designing and implementing Enterprise deployment plans across multiple post-sales customer-facing roles specifically for technical products.
• Proven ability to build creative &
  collaborative teams, develop people, and link performance to overall business objectives.
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands;
  experience scaling teams and processes.
• Experienced in resource planning including account alignment, defining roles &
  responsibilities and developing hiring plans.
• Proven technical abilities, specifically those related to DevOps, DevSecOps and development processes.