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Eric Flinton
Customer Success Engineer at Fidelis Cybersecurity
Mount Pleasant, MI, United States
Details
Experience:
2021 : Present
Fidelis Cybersecurity
Customer Success Engineer at Fidelis Cybersecurity
· Build an in-depth knowledge of CloudPassage products and integration capabilities.
· Resolve customer issues; help them understand their configuration and setup needs, their scan results, value-add to their use cases, their compliance with industry standards, and how CloudPassage can help them close their security exposures with its unique defense-in-depth suite of capabilities.
· Research, reproduce, document and report defects, and drive to resolution working closely with Engineering and Security Content teams.
· Engage customers through multiple venues, including ticketing system, email, phone, live chat, screen sharing sessions, and occasional on-site visits.
· Provide education, training, on-boarding, call center support, and, as expertise progresses, provide technical consulting services on the product, remote or at customer sites.
· Support the customers’ product adoption, integrations, sustained operations, expansion and renewals.
· Collaborate with other teams within the organization (e.g. professional services, sales, support, product management, engineering, etc.) to address customer requirements, support needs, and customer satisfaction goals.
· Provide significant and deep technical support to our customers.
2019 :
CloudPassage
Customer Success Engineer
Subject Matter Expert for Cloud Operations, Policies, and Procedures.
Coordinated with various resource groups involved in the delivery of a product or service offering for a client, from inception to installation. Reviewed schedules, timelines, and budgets; worked closely with stakeholders on the delivery of new or enhanced products to ensure customer satisfaction through the use of technology and the on-time delivery of the project.
Collaborated with sales, systems engineering, product development, and other members of cross-functional teams as a Subject Matter Expert (SME) in technology, application, and project delivery.
Coordinated installation of capitalized equipment or enterprise software systems required in the delivery of a new product or service; integrated systems and consulted with third-party vendors.
Supported sales regarding prospect questions via conference calls and email responses. Utilized Salesforce for opportunity and case management.
Provided SME support to the RFP and Cybersecurity team.
Developed a dynamic pricing model to support a hosted subscription of enterprise-class software.
Supported over $100M in sales -- Served in the role of a sales engineer and presented highly technical information to the prospective client explaining the process of migrating SMB class software to a SaaS solution.
Introduced a technical training and SharePoint communications process to support the technical training of the sales team.
Post-launch support – provided tier 2 technical support to the Customer Success team.
2011 : 2018
Blackbaud
Principle Project Manager
Supported the upgrade of several applications and server hardware at remote locations including :
- The successful upgrade of all remote domain controllers’ hardware, as well as additional
software applications, with no business interruption.
- Created a PowerShell script and automated the update to the domain user account credentials.
Worked with a resource group to solve a data storage problem – the group used a data warehouse and created numerous files over 400 GB in size.
- Worked with the team to understand requirements and collaborated with the vendor for insight
and recommendations on the solution.
- Trained the group on efficient methods of storing data that resulted in the use of a single file and
massively reducing storage needs.
2010 : 2011
South Carolina Federal Credit Union
Network Administrator
On contract to South Carolina Federal Credit Union.
2010 : 2011
TEKsystems
Consultant
Fidelis Cybersecurity
Customer Success Engineer at Fidelis Cybersecurity
· Build an in-depth knowledge of CloudPassage products and integration capabilities.
· Resolve customer issues; help them understand their configuration and setup needs, their scan results, value-add to their use cases, their compliance with industry standards, and how CloudPassage can help them close their security exposures with its unique defense-in-depth suite of capabilities.
· Research, reproduce, document and report defects, and drive to resolution working closely with Engineering and Security Content teams.
· Engage customers through multiple venues, including ticketing system, email, phone, live chat, screen sharing sessions, and occasional on-site visits.
· Provide education, training, on-boarding, call center support, and, as expertise progresses, provide technical consulting services on the product, remote or at customer sites.
· Support the customers’ product adoption, integrations, sustained operations, expansion and renewals.
· Collaborate with other teams within the organization (e.g. professional services, sales, support, product management, engineering, etc.) to address customer requirements, support needs, and customer satisfaction goals.
· Provide significant and deep technical support to our customers.
2019 :
CloudPassage
Customer Success Engineer
Subject Matter Expert for Cloud Operations, Policies, and Procedures.
Coordinated with various resource groups involved in the delivery of a product or service offering for a client, from inception to installation. Reviewed schedules, timelines, and budgets; worked closely with stakeholders on the delivery of new or enhanced products to ensure customer satisfaction through the use of technology and the on-time delivery of the project.
Collaborated with sales, systems engineering, product development, and other members of cross-functional teams as a Subject Matter Expert (SME) in technology, application, and project delivery.
Coordinated installation of capitalized equipment or enterprise software systems required in the delivery of a new product or service; integrated systems and consulted with third-party vendors.
Supported sales regarding prospect questions via conference calls and email responses. Utilized Salesforce for opportunity and case management.
Provided SME support to the RFP and Cybersecurity team.
Developed a dynamic pricing model to support a hosted subscription of enterprise-class software.
Supported over $100M in sales -- Served in the role of a sales engineer and presented highly technical information to the prospective client explaining the process of migrating SMB class software to a SaaS solution.
Introduced a technical training and SharePoint communications process to support the technical training of the sales team.
Post-launch support – provided tier 2 technical support to the Customer Success team.
2011 : 2018
Blackbaud
Principle Project Manager
Supported the upgrade of several applications and server hardware at remote locations including :
- The successful upgrade of all remote domain controllers’ hardware, as well as additional
software applications, with no business interruption.
- Created a PowerShell script and automated the update to the domain user account credentials.
Worked with a resource group to solve a data storage problem – the group used a data warehouse and created numerous files over 400 GB in size.
- Worked with the team to understand requirements and collaborated with the vendor for insight
and recommendations on the solution.
- Trained the group on efficient methods of storing data that resulted in the use of a single file and
massively reducing storage needs.
2010 : 2011
South Carolina Federal Credit Union
Network Administrator
On contract to South Carolina Federal Credit Union.
2010 : 2011
TEKsystems
Consultant
Company:
Fidelis Cybersecurity
About
Senior IT Sales Engineer with more than 20 years leading and supporting the sale, installation, and support of network solutions including Cybersecurity, Cloud, SaaS, Data, applications, and hardware. Well versed in project portfolio management and program delivery with a record of accomplishment in managing the technical side of the sales process from sales presentation to post-sale installation and technical support. Record of achievement in delivering customer-facing presentations, technical training (customer and sales), and in the role SME/ IT consultant supporting a diverse mix of business sectors.
Specialties: Intrusion Detection Systems; Network Assessments; Citrix;
Firewall & VPN; Security Event Management; Data Leak Prevention
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