Customer Advocacy Manager

The Check Point Customer Success Program provides a select group of customers with access to a team of headquarter-level resources that are focused on stabilization and process improvement. Customers in the program interact with Customer Success Managers, who have direct access to executive management as well as all company technical and business functions.

Job location - Bangalore / Mumbai

You will be responsible for:

• Proactively engaging with the customers and work closely with the assigned Check Point account teams to coordinate efforts as well as resources to support challenges and projects
• Acting as the single owner of recovery project plan and as the single point-of-contact for remediation activities
• Handling rapid and effective escalation
• Coordinating onsite and remote assistance for customers as required
• Monitoring ongoing support calls (SR’s) as soon as they are opened and work closely and in full coordination with technical resources to drive quick resolution
• Planning and reviewing major upgrades, refresh projects and new deployments
• Build a plan together with the customer to better understand current and future security needs as well as technical and operational challenges
• Handling proactive customer, partner and field knowledge transfer for longer-term stability
• Regular activity tracking and reporting

What you will bring to the table:

• 10+ years of experience working with Check Point solutions, including: security appliances, software gateways, cloud technologies, management platforms, Endpoint and mobile solutions
• Security Engineering, Support, Integration or Customer Success previous experience is a plus!
• Project management expertise required
• A customer-first approach
• Excellent communication skills
• Fluency in English and familiarity with other languages (an advantage)
• Strong organizational skills
• Ability to communicate with executives internally and with customer executive management, including expertise in summarizing complex challenges into concise messages
• Familiarity with any needed ticketing/project management tools