SASE Delivery Expert

The SASE delivery experts are technical experts in SASE business, responsible for SASE POC, delivery business process optimization, business support material output, and empowerment and technical support for front-line technology, providing technical support, and participating in the delivery of key projects to help SASE business improve customer satisfaction and retention rate. Identify SASE business needs, provide valuable insights to internal teams, and continuously improve SASE.

Responsibilities:

• On-boarding and Implementation: Guide front-line technology through the on-boarding process, ensuring a seamless implementation and integration of SASE into their existing environment.
• Service Delivery Management: Monitor and track the delivery of SASE to ensure adherence to customer expectations.
• Issue Resolution: Proactively address and resolve any customer concerns or issues promptly to ensure a positive customer experience.
• Customer Feedback and Insights: Gather feedback from customers, partners or front-line technology, analyze their requirements, and provide valuable insights to internal teams for continuous improvement of SASE.
• Cross-functional Collaboration: Work closely with sales, operations, and technical teams to ensure a seamless customer experience throughout the customer lifecycle.
• Partner and Front-line Technology Training and Education: Provide partner and front-line technology with training and educational resources to enhance their understanding of our SASE and delivery best practices.
• Renewals and Up-selling: Identify opportunities for contract renewals and up-selling of additional SASE services based on customer needs and requirements.

Requirements:

• Bachelor's degree in a relevant field or equivalent practical experience.
• Because the role is for the Malaysia region, you should be able to communicate with the customers in APAC and in the English language, verbally as well as in writing.
• Solid networking foundation with at least one year of technical work experience; candidates with IAG or Zero Trust product expertise are preferred.
• Excellent communication and interpersonal skills, with the ability to build rapport and collaborate effectively with customers and internal teams.
• Demonstrated ability to understand customer needs, address concerns, and provide solutions to achieve customer success.
• Proactive and customer-focused mindset, with a commitment to delivering exceptional service.
• Ability to work in a fast-paced and dynamic environment, managing multiple customer accounts simultaneously.
• Preferred Qualifications: Certification(s) in cybersecurity or related fields (e.g., PMP, CISSP, CompTIA Security+, etc.).