דרושים מנהל מוצר ב-Armis ב-Israel, Tel Aviv-yafo

What you'll do

• Strategize, design, and bring to implementation the components that allow the creation of an enterprise ready collector product
• Understand customers’ unique needs, to enable Armis to deliver fast value for different deployment methods physical, virtual, and as applications
• Prioritize and define product backlog that reflects business goals
• Work closely with engineering teams to deliver features effectively and efficiently
• Proactively engage customers and relevant stakeholders to validate planned scope and definitions throughout the product life cycle
• Drive UX improvements by understanding use cases and customer requirements

• 4+ years of R&D experience or deep understanding of development processes - mandatory
• 4+ years experience with enterprise software organizations as a Product Manager - mandatory
• Experience and knowledge in the cyber security domain - mandatory
• Familiarity with IP Networks - a big advantage
• Experience with implementation mixed software and hardware projects - advantage
• Fluent English - excellent communication skills (written and verbal)

Leadership and Team Management:

• Lead and manage T1-T2 international technical support teams
• Recruit, train, mentor, and manage technical support engineers across international locations
• Define performance expectations and support team member development
• Manage headcount planning and resource allocation

Customer Experience Excellence:

• Ensure a customer-centric approach and exceptional service to international customers
• Monitor and improve customer satisfaction metrics
• Collaborate with other departments to address customer needs

Technical Mastery:

• Maintain a deep understanding of Armis products
• Ensure technical support teams are up-to-date on product upgrades

Data Excellence:

• Utilize data to monitor and analyze key support metrics for international teams
• Implement data-driven strategies to enhance technical support operations
• Provide product feedback based on data from international support interactions

Continuous Improvement:

• Drive continuous improvement initiatives to streamline workflows and enhance efficiency
• Stay up-to-date with industry trends and best practices

Stakeholder Engagement:

• Collaborate with the VP of Customer Support and Technical Support Managers
• Engage with key international clients to understand their needs

Qualifications:

• 6-8 years in technical customer support leadership, managing international teams
• Strong technical knowledge, preferably in cybersecurity
• Experience supporting cloud-based, on-prem, and appliance-based platforms
• Strong leadership and people management skills
• Understanding of customer support KPIs and best practices
• Excellent communication and problem-solving skills
• Data-driven mindset
• Experience managing geographically dispersed support teams
• Experience reporting to a remote manager - a plus
• Empathy for customers and a passion for exceptional customer experiences
• Relevant certifications (CCNP, CCIE, CISSP, CISA) are a plus