Security Operations Transformation Specialist

5 days ago

Hyderabad Secunderabad Telangana Bengaluru Bangalore, India beBeeCustomerSuccess Full time US$ 1,25,000 - US$ 1,75,000
Job Opportunity

We are seeking a highly skilled and experienced Customer Success Manager to join our team. The primary responsibility of this role is to lead customers through the Security Operations transformation journey, ensuring their seamless adoption of our solution.

This is a highly visible position that requires exceptional communication and interpersonal skills, the ability to multitask, prioritize in a fast-paced environment, and work effectively with all levels within the organization.

  • Account Management: Proactively manage client relationships to ensure renewals, reference-ability, and expansion opportunities with sales teams.
  • Drive Product Adoption & Business Value: Drive the adoption of our solution within the customer's user base and assist them in realizing its business value.
  • Product Expertise: Demonstrate strong domain and functional understanding of the solution, serving as a trusted advisor to customers. This includes basic technical skills to understand architecture, extract, and interpret underlying business data.
  • Satisfaction & Risk Management: Maintain high customer satisfaction and serve as the primary interface for managing risks and escalations effectively.
  • Customer Advocacy: Gather customer feedback about products, channel it effectively to drive product capabilities, and contribute to overall customer satisfaction.
  • Customer Onboarding: Assist customers with deployment planning, best practices deployment approach, and proactive risk management to facilitate smooth and agile rollout of the solution.

Requirements:

  • 5-7 years of Security Operations experience, preferably working with SaaS customers to drive adoption of a technical platform or solution.
  • 7+ years of experience in an enterprise CSM capacity, with 10+ years of experience in an enterprise SaaS product support environment.
  • Strong experience in building and developing long-lasting executive-level relationships at F500 companies, along with providing outstanding overall customer experience.
  • Action-oriented, able to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into scalable solutions and clear customer narratives.
  • Soft skills oriented towards developing and retaining customer trust and de-escalating issues.
  • Strong analytical and organizational skills, with the ability to understand and review financial return on investment.
  • Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally.
  • Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
  • Strong technical troubleshooting skills, including previous support or SE experience, and ability to collaborate, coordinate, and escalate issues within a team of product support professionals.
  • Previous experience with Internet and networking technologies and products, including email security products.
  • Well-versed with using case management systems and CRM software (e.g., SFDC / JIRA).
  • Bachelor of Science in Computer Engineering/Computer Science, Electronics and Communications Engineering, or non-graduates with good communication skills, strong technical knowledge, or similar work experience required.
  • Proven technical abilities with SIEM/SOAR solution and additional experience of SOC Operations.

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