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APAC Technical Account Manager (TAM)
Sydney, Australia
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Job Description

About Us

Cylus, the global leader in rail cybersecurity, helps mainline and urban railway companies avoid security incidents and service disruptions caused by cyber-attacks. With over $50M in funding by top VCs and strategic investors, global customers and strong partnerships with the biggest railway integrators, we make a significant impact on the multi-hundred billion global railway industry.

We are looking for an exceptional Technical Account Manager to join us at Cylus and help us get to the next level. If you have the right attitude and skills, we invite you to hop on board our bullet train.

In this role, you will:

Play a pivotal role in our Customer Success group, being the owner of Cylus’ current and future customer-base in APAC. You will have responsibility over the below main pillars.

Account Ownership

- Ensure customer experience excellence across the board in different roles.

- Proactively drive and lead the communication with our clients and develop excellent working relationships with them, including physical presence.

- Ensure end-users product usability, by driving ongoing open communication and conducting periodic workshops on the product value.

Project Management

- Manage the entire communication and relationship with our APAC clients within all project phases.

- Lead and drive the meetings in front of the customers, including kick-off, regular ongoing meetings, timelines, scope, deliveries, gaunts, presentations, etc.

- Work closely together with the Cylus’ PS, Product and R&D teams to deliver the project in the best way possible.

Project Technical Ownership

- Be the owner of all of the technical meetings with the clients, supported by Cylus’ PS engineer. Lead the technical discussions, understand them, and manage the work including tasks for the PS engineer.

- Be the technical owner of all of the CylusOne project activities, supported by and working closely together with the Customer Success Professional Services Engineers.

- Perform deployments (installation, commissioning, and onboarding) of the solution on the customer’s environments (including onsite deployments).

- Train customers on the CylusOne solution, including training materials creation and onboarding new customers to our CylusOne solution.

- Retention and Upsales

- Responsible for ensuring the retention and growth of Cylus’ customer base in APAC.

- Responsible for up sale activities to grow our reach in existing clients.

Support

- Perform the TEIR 1 support (mostly onsite) to our APAC clients on the solution and be the clients’ point of contact for support according to the committed SLA.

Requirements:

- At least 5 years of experience in a B2B customer success technical client management position or technical project management position (large scale and long projects)

- Technical-oriented with ability to manage projects in a professional way.

- High-level technical knowledge in networking, infrastructure, architectures, systems.

- Technical background - as a System Engineer\Network Engineer or any other relevant technical positions - a big plus.

- Proven hands-on experience in product installations, scripting, linux OS, troubleshooting to be able to perform TEIR1 support, etc.

- Experience with On Premise products - a big plus.

- Excellent account management and project management skills.

- Passionate for excellent delivery and client satisfaction.

- Excellent communication skills, both written and verbal in English.

- Great presentation skills, both creating content and ability to present it to clients in different audiences, with full confidence and great approach to clients.

- Strong interpersonal skills to manage long-term relationships with clients.

- A quick learner, able to deeply understand complicated topics and simplify them to an audience.

- Organized, responsible, proactive personality that takes ownership on their tasks.

- Ability to manage your time and multitask, addressing all clients in a timely manner.

- Ability to work under pressure in complex processes and situations.

- Team player who enjoys a fast-growing and changing environment.

- Ability to frequently travel to customers in your region (APAC).

- Big plus for cybersecurity/ OT products/ Railway technical projects experience

Position #

6287774002

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