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Open CSM position (#28063)

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handbook/company/open-positions.yml
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@ -39,7 +39,7 @@
- 🟣 Openness: You are flexible and open to new ideas and ways of working.
- ➕ Bonus: Cybersecurity or IT background.
- jobTitle: 🚀 Customer Support Engineer
- jobTitle: 🌦️ Customer Support Engineer
department: Sales
hiringManagerName: Zay Hanlon
hiringManagerGithubUsername: zayhanlon
@ -61,30 +61,80 @@
- ✍️ Familiarity with SQLite, shell scripting, Python, Powershell, and using the terminal to execute commands or run scripts is a bonus.
- 🧑‍🔬 Experience working with enterprise customers to help resolve complex technical issues.
- jobTitle: 🌐 Account Development Representative
department: Digital Experience
hiringManagerName: Sam Pfluger
hiringManagerGithubUsername: Sampfluger88
hiringManagerLinkedInUrl: https://www.linkedin.com/in/sampfluger88/
onTargetEarnings: $65,000 - $80,000
- jobTitle: 🐋 Customer Success Manager
department: Customers
hiringManagerName: Zay Hanlon
hiringManagerGithubUsername: zayhanlon
hiringManagerLinkedInUrl: https://www.linkedin.com/in/zayhanlon/
responsibilities: |
- 🔧 Manually research, collect, and organize CRM data.
- 📈 Track and analyze sales performance using CRM software and other tools
- 🤝 Work with internal teams to develop and maintain external relationships.
- 🧑‍💼 Represent Fleet and interact with the community at events and meetups as well as using multiple social media platforms.
- 🗣️ Identify and pursue new business opportunities through research and networking.
- 🦺 Help manage the flow of "planned" and "unplanned" work using multiple tools and ticketing systems.
- 📣 Collaborate with internal teams (sales, marketing, product) to ensure alignment and effective communication.
- 🧑‍💻 Work remotely, both within a team and individually, to help develop, document, and perform relevant responsibilities outlined at https://fleetdm.com/handbook/demand#responsibilities.
- ⏫ Own post-sales relationships with a portfolio of our customers and be responsible for advocating for their success.
- 📣 Manage multiple customer deployments and escalations simultaneously.
- 🌡️ Work alongside the customer and internal teams to establish an onboarding plan and define success criteria for new customers.
- 🪴 Promote product adoption, referencability, and customer advocacy with key customer stakeholders.
- 🕴️ Utilize systems and tools to analyze pipeline and opportunity data and keep all information up to date for leadership reporting.
- 🚀 Work collaboratively with product and engineering teams to facilitate feature development based on customer asks.
- 📈 Proactively engage with customers to identify potential health risk indicators and remove blockers to success and retention.
- 💡 Excellent communication and collaboration skills, with the ability to partner with various teams and stakeholders to drive desired customer outcomes and key objectives.
- 🧪 Extensive experience with Slack, Salesforce, Google Suite, and GitHub.
experience: |
- 🏃‍♂️ Strong desire to build a technical and operational-based skill set.
- 🚀 Detail-oriented, highly organized, and able to move quickly to solve complex problems using boring solutions.
- 🦉 Good understanding of Google Suite (Gmail, Google Calendar, Google Sheets, Google Docs, etc.)
- 🫀 Experience dealing with sensitive personal information of team members and customers.
- ✍️ Strong writing and oral communication for general and technical topics.
- 💭 Capable of understanding and translating technical concepts and personas.
- 🛠️ Ability to work in a process-driven team-based environment.
- 🟣 Openness: You are flexible and open to new ideas and ways of working.
- ➕ Bonus: Customer service\support background.
- 💭 Cybersecurity or IT background, experience with cloud environments like AWS and Azure or device management solutions like Fleet, Intune, Jamf Pro, Workspace One, etc.
- 💖 You know how to manage your time and priorities between customer escalations, customer renewals and expansions, and other day-to-day responsibilities.
- ✍🏽 You have the ability to effectively influence key stakeholders, from senior executives to day-to-day engineering contacts, and drive Fleet's value with them.
- 🧬 You care about delivering an outstanding customer experience and advocating for the customer's needs within Fleet.
- 🧑‍🔬 Experience working with Enterprise customers to coordinate resolution of complex technical issues and project manage intricate deployment initiatives.
- 🤝 Collaboration: You work best in a team-based environment. You are decisive with the ability to shift gears between thinking and doing.
- 🦉 2-3 years of work experience managing relationships with enterprise customers in the cybersecurity or device management space. Experience with executing and tracking results tied to customer escalations, customer renewals, and customer expansion opportunities.
- 🛠️ You are outgoing, enjoy being customer facing, and have a passion for problem solving while assisting external stakeholders.
- ➕ Bonus: Familiarity with osquery, SQLite, GitOps workflows, Terraform, Tines/Torq and open source projects. Experience working with IT, SRE, CPE, or SecOps teams.
- jobTitle: 🌦️ Customer Support Architect
department: Customers
hiringManagerName: Zay Hanlon
hiringManagerGithubUsername: zayhanlon
hiringManagerLinkedInUrl: https://www.linkedin.com/in/zayhanlon/
responsibilities: |
- ⏫ Own post-sales technical relationships with Fleet customers, managing multiple customer environments and technical escalations with confidence and clarity.
- 🌡️ Partner closely with customers and internal teams to define onboarding plans, set success criteria, and guide deployments from kickoff through adoption.
- 🪴 Champion product adoption, technical health, and customer advocacy by building strong relationships with key stakeholders.
- 🕴️ Use data and tooling to track deployment progress, customer health, and engagement, keeping everything organized and visible for the broader team.
- 🚀 Work cross-functionally with product and engineering to represent customer needs and help prioritize the roadmap with real-world feedback.
- 📈 Proactively identify blockers and risk indicators that could impact customer success or retention, and work quickly to address them. xvczdfhsdghsdh
- 💡 Communicate clearly and confidently, with both internal stakeholders and customer executives, engineers, or technical admins.
- 🧪 Comfort navigating Slack, Salesforce, Google Suite, and GitHub to stay in sync and get work done.
experience: |
- 💭 Background in cybersecurity, IT, or infrastructure engineering, with experience in cloud platforms (like AWS or Azure) or device management tools (Fleet, Intune, Jamf Pro, Workspace One, etc).
- 💖 Skilled at balancing technical escalations, renewals, and day-to-day priorities without losing sight of what matters most for the customer.
- ✍🏽 Able to influence technical stakeholders—from hands-on engineers to executives—and build alignment around Fleet's value.
- 🧬 You genuinely care about delivering a fantastic customer experience and ensuring their voice is heard inside Fleet.
- 🧑‍🔬 Experience working with enterprise customers on complex technical challenges, acting as the main technical point of contact throughout their journey.
- 🤝 Collaboration: You thrive in a team setting, know when to lead and when to listen, and are equally comfortable strategizing or rolling up your sleeves.
- 🦉 2–3 years of experience supporting enterprise customers in the cybersecurity or device management space, with a track record of owning renewals, expansions, and escalations.
- 🛠️ You’re a natural communicator, enjoy being customer-facing, and bring a problem-solving mindset to every interaction.
- ➕ Bonus: Familiarity with osquery, SQLite, GitOps workflows, Terraform, Tines/Torq, and open source tools. Experience working alongside IT, SRE, CPE, or SecOps teams.
- jobTitle: 🎐 Solutions Consultant
department: Sales
hiringManagerName: Mike Mcneil
hiringManagerLinkedInUrl: https://www.linkedin.com/in/mikermcneil/
hiringManagerGithubUsername: mikermcneil
responsibilities: |
- ⏫ Work hand-in-hand with the Sales team by participating in calls with potential customers to show them a demonstration of Fleet in action.
- 📖 You’ll provide commentary, detailed technical explanations, examples from your experience, and answer customer questions based on your experience managing Apple, Windows, and Linux devices with MDM and other tools (osquery).
- 🏃‍♂️ Provide internal technical training, and participate in sales enablement activities to ensure our team is prepared to explain how Fleet works, where we fit in the Security and IT ecosystem, and how we can solve problems with our customers.
experience: |
- 🦉 3+ years of experience in a technical sales role (Solutions Consultant, Sales Engineer, Solutions Architect, Technical Account Manager, etc) in the device management or cybersecurity space.
- 🧑‍🔬 Experience working with Enterprise customers to help resolve complex technical issues.
- 💭 Cybersecurity or IT background, experience with device management solutions like Fleet, Intune, Jamf Pro, Workspace One, etc. in addition to EDR platforms like Crowdstrike, SentinelOne, CarbonBlack, etc.
- ➕ Familiarity with GitOps workflows and steps to contribute code in open source projects.
- 🛠️ Has deployed infrastructure via some form of CI tooling to at least one of the big cloud platforms and lived to tell the tale.
- 💖 An excellent understanding of macOS, Windows, Linux and core services like Autopilot, ABM/ASM, MDM, ADE, APNs, syslog, etc.
- ✍️ Familiarity with SQLite, shell scripting, Python, Powershell, and using Terminal to execute commands or run scripts.
- 🎯 Strong attention to detail and can act as an encyclopedia of knowledge about how Fleet works - our potential customers represent a wide range of needs across many different use cases. Be adaptable to learning new things quickly and then share this knowledge with others.
- 💡 Excellent communication and collaboration skills, with the ability to work closely with sales, engineering, and product teams.
- 🌐 Coordinate with our Customer Success team to assist with any technical questions during renewal discussions. You’ll be a resource for existing customers too.
- 👥 A customer-centric mindset, focusing on delivering value and a positive user experience.
- 🤝 Collaboration: You work best in a participatory, team-based environment.
- 🟣 Openness: You are flexible and open to new ideas and ways of working.
- ➕ Bonus: Familiarity with osquery, SQLite, GitOps workflows, Terraform, Tines/Torq, and open source tools. Experience working alongside IT, SRE, CPE, or SecOps teams.