Cybereason Manager Technical Account Management 

Japan, Tokyo 

512286766

, 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.