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