We are looking for a Customer Success Manager who is responsible for monitoring and managing the delivery of Managed Security Services. You shall establish and sustain close engagement with key stakeholders and follow through any issues and service improvement opportunities highlighted at service review meetings with internal cross functional teams.
Responsibilities:
- Build and maintain a trusted advisor status, in partnership with the SOC and other cross functional teams providing the Managed Security Services.
- Contribute to regular service improvement reviews with internal teams and recommend service improvement plans.
- Work with Project Managers when required and assist the customer in facilitating the co-ordination of any work required (upgrades, replacements and fixes).
- Act as a point of contact for service escalations by the clients.
- Act as the interface for escalations between the Client and SOC and other cross functional teams through to resolution and attend any escalation meetings, if required.
- Ensure that appropriate Managed Security Services personnel are available to support the agreed action plan for the duration of the escalation.
- Documenting, supporting and improving operational processes related to the SOC Client Service Management and Service Delivery.
- Interpretation of security incidents to actionable items and make recommendations to customers.
Requirements:
- Minimum 2 years of experience in customer success roles or experience in a cybersecurity operation center.
- Relevant Cybersecurity Certifications such as CISM, CISSP, GCIH, GNFA, CCSK, CRIST will be an added advantage.
- Familiar with Kill Chain methodology, MITRE Attack, NIST Cybersecurity Framework, ISO 27001 etc.
- Excellent team and relationship building skills.
- Strong presentation and communication skills.
- Experience in handing customer queries tactfully, ensure customer satisfaction, retentions and engagement.
Work location: Ang Mo Kio
