Technical Customer Success Manager

2 weeks ago

Melbourne, Australia eSentire Full time

About eSentire

Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale.

The Team eSentire difference means enterprises are protected by the best in the business with a named Cyber Risk Advisor, 24/7 access to SOC Cyber Analysts, Elite Threat Hunters, and industry-leading threat intelligence research from eSentire’s Threat Response Unit (TRU). eSentire provides Managed Risk, Managed Detection and Response and Incident Response services.

About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded from the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, candor, and resiliency. At eSentire, continuous improvement isn't an option. It's expected.

Join our team and build your cybersecurity career in one of the world's most dynamic industries.

About The Role

We are building a team of passionate customer facing Customer Success Managers to join our Customer Success and Technical Deployments team. This is a multi-faceted role, laser focused on providing our customers the best possible experience in onboarding into eSentire’s various services and providing the customers with an ongoing partnership in their security journey while seeking opportunities to expand services supporting their security posture.
The role’s service goal is to ensure the best possible chance of success in detecting and preventing future threats. Focused on working with clients during the onboarding, deployment, tuning phase and beyond, this role includes the support of our customers as they tune their endpoint prevention policies, setup custom configurations and reporting, and review their alerts on a recurring basis. Additionally, this role is responsible for the ongoing support of our customers’ Log based products and services as well as building security content for the log system. Finally, this role is customer focused through and through, providing overall value and relationship management to portfolio of customers.

Who You Are?

You are passionate about security in general but ultimately will be focused on helping our diverse customer base achieve their preferred security outcomes, by using your past experiences and knowledge to guide them. You can rapidly move from project to project and be able to keep track of the various moving parts of the deployment from start to finish.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands-on deck” environment. You care deeply about not only making your customers secure and successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the MED team. You are an eminently technical yet customer-focused individual.

What You Are Great At

Your top priority will be delivering support and assistance to your customers as they work through setting up our services for your customers. Your responsibilities will include:

- Provide technical expertise in the service you are working with to our customers
- Help the customer plan their deployment of our services
- Make recommendations to the customers on best practice in setting up the system, both by eSentire as well as industry standard practice
- Provide ongoing support to customers through our ticketing system
- Collaborate with Technical Deployment and Customer Success peers, cross-functional teams, and senior leaders to ensure customers are successful
- Make recommendations and influence important operating issues/decisions for the broader team
- Find ways to streamline work, innovate key processes and leverage technology
- Onboarding and driving customer engagement throughout the customer journey for your portfolio of customers
- Leverage project management principles to drive engagement and progress on large, complex deployments with multiple cross functional stakeholders with completing external priorities Driving the successful delivery of services to eSentire’s customers under the pressure of tight timelines and complex environmental and resource interactions
- Drive customer engagement through product discussions, service delivery and platform demonstrations
- Manage customer expectations and demonstrates expertise and leadership
- Understand the broader business perspective and make decisions accordingly
- Provide Insight - surfacing and sharing new/insightful analyses and recommendations across the CS team and product team
- Provide strategic guidance to help your customers grow, so you align eSentire with company’s business priorities
- Conduct customer health-checks

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