Customer Success Escalation Lead

Job Summary

A company is looking for a Customer Success Escalation Lead - EMEA/APAC.

Key Responsibilities

• Serve as the product and industry expert for the Customer Success Management team
• Perform onboarding activities and guide customers through their adoption journey
• Act as the primary technical liaison between the CSMs and clients, ensuring timely resolution of customer support issues

Required Qualifications

• College/University Degree or Diploma in Engineering, IT, Computer Science, or equivalent experience
• 5-7 years of experience with various computer, mobile, and cloud software solutions
• 5-7 years of experience managing deployments of forensic tools within complex network environments
• Experience in private sector Incident Response workflows or corporate internal investigations is desirable
• Certifications in IT and Digital Forensics, such as CompTIA, Network+, Security+, and MCFE