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Technical Customer Success Manager

2 months ago

Melbourne, Victoria, Australia Exact IT Consulting Full time

About eSentire
eSentire, Inc. is the Authority in Managed Detection and Response, protecting the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.
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 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 a portfolio of customers.
Responsibilities
• 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
• Drive 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 and review customer health scores with an emphasis on customers' success with eSentire
• Monitor and identify adoption, maturity, and growth trends customers to inform customer and business strategy
• Manage renewals and find new expansion opportunities within the account
• Manage escalations and service reviews
Requirements
• University Degree or College Diploma in Computer Sciences, Information Technology, or a related field or equivalent combination of education and experience
• Minimum of 3+ years of information security experience in either testing or consulting roles
• Technical knowledge of security industry best practices and procedures
• Experience managing customer-facing implementation projects, customer service, account management, or customer success, or equivalent industry experience
• Understanding of UNIX and Windows-based operating systems
• Experience with Log Management and/or SIEM technologies
• Experience with developing security and compliance use cases
• Represent the voice of customers, with strong customer relationship skills
• Committed to providing exceptional customer service
• Strong aptitude for solving problems independently
• Ability to work under pressure and with conflicting priorities
• Collaborate with the security research teams across the company to improve the quality of service delivered
• Excellent verbal and written communication skills, including the ability to write clear and concise
• Patience and positivity. Ability to be focused during a growing and changing scale-up environment
• Understanding of and experience with SIEM tools a plus
• Understanding of and experience with the M365 Defender security ecosystem a plus