, 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.