Manager, Post-Sales - Dragos Public Sector

We are looking for a dedicated, ambitious, and self-driven post-sales technical manager to join our Dragos Public Sector (DPS) customer experience (CX) team. In this role, you will work with leaders from engineering, product management, OT Watch & Intel to ensure there are no barriers to product adoption. You’ll work with leaders from sales and solution architects to leverage positive business outcomes to promote operationalization and prove the value of the Dragos Platform, along with other products.

You will use your extensive knowledge of security in industrial organizations to lead a diverse team of subject matter experts. These SMEs provide technical advice to practitioners who monitor and secure their critical infrastructure and use the technology to up-level their visibility, insights, and decisions. Use your excellent technical, communication, organizational, and leadership skills to oversee a team of creative problem solvers, who can translate complex technical details into a business context. The ideal candidate can drive transformational programs to increase efficiency and scale while maintaining a world-class customer experience.

Responsibilities :

Build, mentor, and coach a world-class federal post-sales team for customer success

Elevate each post-sales technical team member, filling in educational gaps as necessary

Develop a deep understanding of Dragos Platform capabilities and industry-specific challenges

Establish relationships with key senior customer stakeholders to understand their technical needs and business objectives

Act as an escalation point between customers and internal teams

Work with the post-sales team to uncover customer use cases, workflows, and pain points and ensure action is taken to operationalize and promote the realized value of the Dragos Platform

Work closely with Engineering and Product Management leadership to guide the development of the Platform to address technical requirements required to increase Platform adoption

Participate in the roadmap product planning and release cycle to advocate for customers’ needs

Improve upon frameworks, methodologies, and tools to power team growth and improve workflow, efficiency, and scalability

Establish key metrics and report to leadership on KPIs to track team performance and prove the realized value

Champion AI to drive team improvement and help operationalize use cases across the team