23 feb
Kudelski Security
Estado de México
The Customer Success Manager is a key role in Kudelski Security Managed Detection and Response (MDR) team.
An EM delivers a higher level of support by interfacing between client internal InfoSec team and Kudelski Security teams.
The Customer Success Manager is a trusted business advisor to MDR clients, working with both senior and operational client stakeholders to drive a range of outcomes across strategy, design deployment, and operations.
S/He orchestrates reactive and proactive support offerings related to an organization's operation and optimization of their adopted MDR portfolio, and overall business objectives through quality Service Delivery Management.
The Customer Success Manager leads and reviews the delivery of support services that drive outcomes aligned to client's goals.
The EM is also an escalation point, ensuring the client receives a world-class support experience and partners with other roles to ensure client success in the implementation and usage/consumption of Kudelski Security product and services portfolio.
Responsibilities Represent Kudelski Security Managed Detection & Response (MDR) as the owner of all services delivered to a defined portfolio of clients.
Investigate the client's objectives, anticipate current and future needs, develop a delivery roadmap, and lead the work-streams to bring clients to that future state.
Recommend and deliver support that meets the client's current and future needs through an end-to-end delivery lifecycle – from solution onboarding, user readiness, steady state delivery, and overall value realization.
Advise on cybersecurity, at a senior level - coordinate and actively participate in service improvement, optimization, solution adoption, and strategy evolution discussions.
Orchestrate regular touchpoints with clients, coordinate and facilitate follow-up and resolution of client's queries and escalations across the work streams.
Provide regular reporting on aspects of service delivery, with advanced KPIs to support client-specific needs and value visualization.
Convey client's feedback to CFC operations and leadership, architects, DevOps, and Accounts.
Monitor SLA, service credits, and overall ratings.
Collaborate with the account team to drive continuous improvement of the management of accounts, jointly with the Account Executive and conduct Service Reviews.
Experience Experience and background in IT, IT Security, and/or Security Operations.
Excellent customer-facing skillset including negotiation, conflict management,
and listening skills.
Excellent presentation and communication skills, including leading face-to-face or phone meetings.
Ability to handle pressure and uncertainty for delivering task-force oriented phases.
Strong analysis and synthesis capabilities.
Management by influence.
Ideally knowledge of security vendors' solutions such as endpoint detection and response, SIEMs, and IDS, is a strong asset.
Education B.S.
in Computer Science or equivalent degree.
Skills Engagement Managers are well-versed in cybersecurity topics, networking, ITIL.
Their typical positive thinking and versatility help them create an agreeable work environment for their clients.
They are familiar with Security Operations, and they work in this environment as independent, team-oriented,
and highly motivated technology specialists.
Outstanding customer satisfaction is a major concern for them.
They are solutions-based and use their creative and analytical skills to work with clients on analyzing, evaluating, and implementing specific requests with the Cyber Fusion Center (CFC).
Language Fluent in English (C1).
French, German, or Spanish is an asset.
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