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Cybereason Manager Technical Account Management 
Japan, Tokyo 
512286766

26.09.2024

, you will Lead a team of 5-8 direct reports responsible for TAM services. TAM will be the primary contact and escalation point to customers for all technical & security related customer issues, providing proactive technical guidance to customers to drive security operations excellence.

What you will do

  • Lead a team of 5-8 direct reports responsible for TAM service
  • Develop and implement procedures, methods and processes to keep operational efficiency and mitigate risks to achieve team results.
  • Manage the escalation process within the team; ensure best in class service, as well as providing ongoing, timely updates on any risks to Senior management.
  • Collaborate with the Global Support, Operations, Product & Customer Success Management team management
  • Work with the team on ensuring best practice adherence.
  • Provide training/mentoring and help the team you lead grow and enhance or develop new skill sets
  • Set and hold the team accountable for achieving defined KPI’s and measurements
  • ​​Helping input into the overall Technical Services strategy for TAM service
  • Help drive the onboarding process for new team members
  • Manage and maintain a professional business relationship with internal stakeholders through regular communication, on-site meetings and executive briefings.
  • Drive best practices and minimize the probability of customer escalation
  • Work closely with other departments & functions within the organization to ensure that clear and concise communication is managed.
  • Ensure that relevant information is continuously communicated to other departments, and ensure that these departments receive documented updates in a timely manner.

What we look for

  • 3+ years work experience in a manager role of technical service.
  • 5+ years of experience in in customer facing service roles (TAM, support, customer success), and deep understanding of the customer’s journey
  • Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates
  • Experience in developing and implementing security operations and technology in large, complex enterprises in multiple industry verticals, across a wide range of technology platforms
  • Strong skills in technical & security capabilities like Identity and Access Management, Data Security, Infrastructure Security, and Incident response
  • Vast account management experience (Enterprise size customer experience is a plus) along with a customer focused background with a strong commitment to customer success & satisfaction.
  • Excellent verbal and written skills including report writing and presentation skills.
  • Experience with Endpoint Detection Systems, Anti-Virus systems, knowledge of SOC environments or in related environments
  • Extremely well-organized and analytical with an ability to work well under pressure
  • Excellent coordination skills.

Core Values:

  • Win As One: The power of an individual is less than the power of a team.
  • Ever Evolving: Change keeps us at the forefront, so we encourage it.
  • Daring: To achieve the impossible, we must dare to be different.
  • Obsessed with Customers: We believe gaining our customers’ trust is the most important part of what we do.
  • Never Give Up: We are tenacious and resilient, and we never stop.
  • UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are.