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Customer Success Program Manager

Description

About Isovalent

Isovalent is the company founded by the creators of Cilium and eBPF. Isovalent builds open-source software and enterprise solutions solving networking, security, and observability needs for modern cloud native infrastructure. The flagship technology, Cilium, is the choice of leading global organizations, including Adobe, AWS, Capital One, Datadog, GitLab, Google, and many more. Isovalent is headquartered in Mountain View, CA and is backed by Andreessen Horowitz, Google, and Cisco Investments.

About The Role

The Customer Success Program Manager is a key individual in our organization responsible for driving internal, cross department initiatives, and external engagements with customers. This team member will bring their experience in running large enterprise scale programs and apply them to driving efficiencies at Isovalent. These efficiencies could range from rolling out new tooling, enhancing existing processes between departments, and most importantly helping build the customer lifecycle engagement from pre-sales to post-sales and delivery. 

Core Values

Mutual Respect

Respect leads to trust, trust leads to a working environment that is safe to grow and innovate in. Mutual respect is at the heart of everything we do on a daily basis. We respect all opinions. We listen. We respect the boundaries of everyone and understand that they are different for everyone. We are inclusive in everything we do. Not everyone feels the same way about speaking up in a meeting. We respect that and find ways to include everybody to not lose a single drop of wisdom. We respect people having different hours where they are most productive. We help each other out even if something is not going according to plan. We understand that this trust and respect will always be mutual.

Open-Source & Transparency

The company’s engineering culture has grown from years of open-source culture. Openness and transparency are central to the success of our engineering team. This influences everything from committing to an open-source business model and maximizing the amount of code we open-source while guaranteeing business success, transparency, and inclusion in all decision making, all the way to an open debating culture where expressing different perspectives and opinions is encouraged and safe.

Work - Adventure Balance

A startup with talented engineers can be challenging. A lot is going on. Almost everything we do is highly visible by the public. Everything is fast moving and the next big success and big impact moment is always just a sprint away. That can be incredibly exciting and rewarding for you individually and for the entire team. At the same time, it is also demanding and it will draw energy. Cherish the rewarding moments, fight hard for them but also take time to recharge and balance your life. There is no single recipe for great balance, you have to find and maintain it individually. We are here to support each other in that personal balance.

Personal Growth

What growth means exactly will be different for all of us. It may involve growing your technical and non technical skills, achieving projects working more with other peers and achieving more as a team, leveling-up your compensation, or achieving the ideal work - life balance you always wanted. Your goals are unique to you, and as Isovalent we will do our best to meet and exceed them. 


Requirements

Your Responsibilities


  • Collaborate with various leaders across departments to enhance our customers' experience from initial touchpoint, to onboarding and beyond

  • Help shape and oversee the various phases of the proof of concept engagements with our prospects, ensure that open tasking is being completed and delivered on time

  • Help define and drive efficiencies in the pre/post sales handoff process and create appropriate measurement metrics

  • Assist with the creation of a customer 360 view by engaging with various department leaders and building the roadmap and implementation plans for various platform integrations

  • Participate in defining what "world class" looks like in how we engage with our customers

  • Be a key player in the selection and roll out process of any new tooling from requirements gathering, vendor management and implementation schedules

  • Leverage collaboration tools to track internal and external tasking/initiatives across a globally dispersed group of technical and non technical team members. Accurately balance the distribution of work among team based on capacity analysis.

  •  Ensure that tasking on Statements of Work (SoWs) is accurately reported on to customers. Own the escalation and resolution for customer issues by driving the correct level of collaboration across internal and external technical and executive stakeholders.

  • Be a key player in creating a world class customer engagement practiceHelp define and drive the customer satisfaction (CSAT) process for our customer engagements

  • As we continue to grow, define the global delivery methodology and practices for customer facing engagements

Why We Hope You Will Join Us

  • 100% OSS company and have decades of experience contributing to open source projects

  • We are founded by the creators of Cilium and eBPF. We think we know a thing or two about networking and security

  • Remote first company, with dedicated time during the year for team to get together and collaborate anywhere in the world

  • A world class executive team with breadth and depth of experience in OSS and cloud native technologies and a strong VC team

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