Trend Micro
Customer Success Technical Advisor
About this role
TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future. AI Fearlessly. ## Position Overview As a Customer Success Technical Advisor (CSTA), you are the strategic technical linchpin for Trend Micro’s enterprise clients. Your mission is to move beyond reactive troubleshooting to become a Trusted Advisor, ensuring customers achieve measurable cybersecurity resilience. You will lead the technical journey for our most strategic accounts, transforming complex security requirements into scalable, operational successes within the TrendAI Vision One™ ecosystem. ## Primary Responsibilities 1. Strategic Technical Advocacy
- Outcome-Driven Management: Act as the primary technical voice post-deployment, shifting the focus from "ticket resolution" to "security outcome attainment."
- Success Planning: Contribute technical milestones to the broader Customer Success Plan, ensuring a clear roadmap for platform adoption, version upgrades, and feature deployments.
- Platform Mastery: Conduct regular architectural reviews and configuration audits to ensure customers are utilizing the full breadth of the TrendAI platform. 2. Proactive Operations & Enablement
- Value Realization: Guide clients through a structured onboarding and deployment process, ensuring rapid time-to-value and high feature utilization.
- Technical Workshops: Design and deliver bespoke workshops and "Best Practice" sessions to mature the customer's internal SOC and SIEM operations.
- Advanced Threat Defense: Provide technical oversight during critical security events, offering proactive recommendations to harden the customer's posture against evolving threats. 3. Operational Excellence & Leadership
- Root Cause Strategy: Perform deep-dive root cause analysis (RCA) on complex issues, providing long-term strategic recommendations to prevent systemic failures.
- Cross-Functional Orchestration: Serve as the regional liaison between the customer and internal Product Engineering, R&D, and Sales Engineering to influence product roadmaps.
- Account Health Integrity: Maintain a "Single Source of Truth" for account health, including detailed environment maps, troubleshooting playbooks, and operational reports. SKILLS & QUALIFICATIONS