Manager of Customer Solutions Engineering - Duo Security

Customers are the lifeblood of our company, and Duo Security is looking for a results-drivenManager, Customer Solutions Engineering. This position will be based out of our Ann Arbor office and you will have ultimate responsibility for ensuring our customers enjoy a high quality implementation experience with Duo products. The ideal candidate will be as passionate about supporting their team as they are about providing an exceptional experience for customers.

Core Responsibilities:

• Recruit, develop, and inspire a team of high performing and ambitious technical solutions experts.
• Facilitate effective planning and delivery of successful Duo implementations, leading to high customer adoption and satisfaction.
• Act as a trusted advisor and escalation point for your team and Duo's customers, identify and remove roadblocks.
• Develop and manage strategic team direction and initiatives, in partnership with the rest of the CSE management team.
• Build and foster cross-functional collaboration with the broader CS leadership team.
• Drive accountability for successful customer deployments/implementations.
• Act as a key escalation point and lead interactions and collaboration with internal teams to drive urgent issues to resolution.
• Liaise with the Product Management team to represent the voice of the customer.
• Develop and scale our methodology, processes, and tools for solutions delivery.
• Track and optimize key delivery metrics.
• Grow our knowledge repository of best practices and deployment playbooks.

Competencies Required:

• 2+ years experience in building and leading highly successful customer-facing teams.
• 5+ years hands-on experience in solutions delivery / professional services / consulting, SaaS technology experience a plus.
• Technically minded with strong relationship building skills.
• Strong people and process orientation.
• Derives satisfaction from coaching others to success, scaling processes, solving strategic objectives.
• Excellent written and oral business communication skills.
• Demonstrated ability to multi-task in a fast-paced environment.
• Ability and willingness to be a hands-on contributor as well as a team leader, if/as needed.
• Knowledge of security concepts and protocols (two-factor authentication, identity and access management, Single Sign-On, encryption, firewalls, SSL) is highly desirable.
• Relevant Bachelor's degree; strong preference for computer science, information security or related degree.