Dell Customer Success Manager 

Romania, Bucharest 

641921434

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

Role Responsibilities

• Build and nurture long-term relationships with customers to solidify our commitment and partnership to their success.
• Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.
• Excellent communication skills to dictate strategic security principles for C level executives.
• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.
• Understand the customer's operating environment as it applies to the services that Secureworks supports.
• Collaborate with customers to learn about established security controls within their environment to and value that will be added to security event analysis within the Secureworks platform.
• Assist customer in tuning recommendations to tailor services pertaining their needs by understanding Secureworks detection capabilities and methodologies.
• Research, evaluate, and stay current on emerging cybersecurity tools, techniques, and technologies.
• Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.
• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.
• Monitor and track the customer’s progress towards achieving their KPI’s.
• Create and activate a plan with customers that results in both business value outcomes and team behavior if the customers are not achieving keyobjectives/goals.
• Own and shepherd customer renewal process.

Requirements

• Minimum of 6+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Minimum of 5 years of experience working in a SaaS environment.
• Minimum of 3 years of experience in network security or related discipline.
• Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel.
• Passion for cybersecurity and willingness to keep learning.
• Experience with and understanding of:
  • Cybersecurity terms, principles, and historical/real-time events.
  • Fundamental Internet protocols, services, and technologies.
  • Common security controls (e.g., firewalls, proxies, IDS/IPS, WAF).
  • Identifying security gaps.

• Experience with:
  • Reviewing both endpoint and network-based investigations.
  • Reviewing logs to identify evidence of intrusions.
  • Correlating indicators and detectors within networks to identify the scope and severity of attacks.
  • Detecting anomalous system activity.

Not required but preferred

• Experience with Salesforce, Tableau, PowerBi and Pendo.
• Security+, CompTia or GSEC Certification.

Language

• Primary English
• Business English language skills

Location