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Engagement Manager. - job post

Kudelski SA
2.9 out of 5
España
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Ubicación

España

Descripción completa del empleo

With more than 3200 employees worldwide, 32 locations around the world and 4 business units, the Kudelski Group offers endless opportunities for people to start new journeys, grow and succeed.

SHAPE THE FUTURE WITH US!

Leveraging its long-standing expertise in securing digital content as well as fighting piracy, Kudelski Security, a division of the Kudelski Group, is a provider of cybersecurity solutions and services focused on protecting data, processes and systems for companies and organizations around the world, safeguarding their assets at a time of increasingly remote communications.


Reference : 14315
Publication Date : 15-01-2024

Engagement Manager.


Location : Madrid, Spain


Mission

The Customer Success Manager/ Technical Account Manager is a key role in Kudelski Security Managed Detection and Response (MDR) team. A Customer Success Manager/ Technical Account Manager delivers a higher level of support by interfacing between client internal InfoSec team and Kudelski Security teams.

TheCustomer Success Manager/ Technical Account Manageris a trusted business advisor to MDR clients, works with both senior and operational client stakeholders to drive a range of outcomes across strategy, design deployment, and operations. S/He orchestrates reactive and proactive support offerings related to an organization’s operation and optimization of their adopted MDR portfolio, and overall business objectives through quality Service Delivery Management.

The Customer Success Manager/ Technical Account Manager leads and reviews the delivery of support services that drives outcomes aligned to client’s goals. The EM is also an escalation point, ensuring the client receives a world class support experience and partners with other roles to ensure client success in the implementation and usage/consumption of Kudelski Security product and services portfolio.


Responsibilities

Represent Kudelski Security Managed Detection & Response (MDR) as the owner of all services delivered to a defined portfolio of clients.

Investigate the client’s objectives, anticipate current and future needs, develop a delivery roadmap and lead the work-streams to bring clients to that future state.

Recommend, deliver support that meets the client’s current and future needs through an end-to-end delivery lifecycle – from solution onboarding, user readiness, steady state delivery and overall value realization.

Advise on cybersecurity, at senior level - coordinate and actively participate in service improvement, optimization, solution, adoption, and strategy evolution discussions.

Orchestrate regular touchpoints with clients, coordinate and facilitate follow up and resolution of client’s queries and escalations across the work streams.

Provide regular reporting on aspects of service delivery, with advanced KPIs to support client specific needs and value visualization.

Convey client’s feedbacks to CFC operations and leadership, architects, DevOps and Accounts.

Monitor SLA, service credits and overall ratings.

Collaborate with the account team to drive continuous improvement of the management of accounts, jointly with the Account Executive and conduct Service Reviews

Stimulating. Motivating. Challenging.

Leveraging its long-standing expertise in securing digital content as well as fighting piracy, Kudelski Security, a division of the Kudelski Group, is a provider of cybersecurity solutions and services focused on protecting data, processes and systems for companies and organizations around the world, safeguarding their assets at a time of increasingly remote communications.


Reference : 14315
Publication Date : 15-01-2024

Engagement Manager.


Location : Madrid, Spain


Mission

The Customer Success Manager/ Technical Account Manager is a key role in Kudelski Security Managed Detection and Response (MDR) team. A Customer Success Manager/ Technical Account Manager delivers a higher level of support by interfacing between client internal InfoSec team and Kudelski Security teams.

TheCustomer Success Manager/ Technical Account Manageris a trusted business advisor to MDR clients, works with both senior and operational client stakeholders to drive a range of outcomes across strategy, design deployment, and operations. S/He orchestrates reactive and proactive support offerings related to an organization’s operation and optimization of their adopted MDR portfolio, and overall business objectives through quality Service Delivery Management.

The Customer Success Manager/ Technical Account Manager leads and reviews the delivery of support services that drives outcomes aligned to client’s goals. The EM is also an escalation point, ensuring the client receives a world class support experience and partners with other roles to ensure client success in the implementation and usage/consumption of Kudelski Security product and services portfolio.


Responsibilities

Represent Kudelski Security Managed Detection & Response (MDR) as the owner of all services delivered to a defined portfolio of clients.

Investigate the client’s objectives, anticipate current and future needs, develop a delivery roadmap and lead the work-streams to bring clients to that future state.

Recommend, deliver support that meets the client’s current and future needs through an end-to-end delivery lifecycle – from solution onboarding, user readiness, steady state delivery and overall value realization.

Advise on cybersecurity, at senior level - coordinate and actively participate in service improvement, optimization, solution, adoption, and strategy evolution discussions.

Orchestrate regular touchpoints with clients, coordinate and facilitate follow up and resolution of client’s queries and escalations across the work streams.

Provide regular reporting on aspects of service delivery, with advanced KPIs to support client specific needs and value visualization.

Convey client’s feedbacks to CFC operations and leadership, architects, DevOps and Accounts.

Monitor SLA, service credits and overall ratings.

Collaborate with the account team to drive continuous improvement of the management of accounts, jointly with the Account Executive and conduct Service Reviews


Requirements / Profile

Experience and background in IT, IT Security and/or Security Operations

Excellent customer facing skillset including negotiation, conflict management, and listening skills.

Excellent presentation and communication skills, including the leading of face-to-face or phone meetings

Ability to handle pressure and uncertainty for delivering task-force oriented phases.

Strong analysis and synthesis capabilities.

Management by influence.

Ideally knowledge of security vendors’ solutions such as endpoint detection and response, SIEMs and IDS, is a strong asset.

Education:

  • in Computer Science or equivalent degree

Skills:

Engagement Managers are well-versed in cybersecurity topics, networking, ITIL

Their typical positive thinking and their versatility helps them create an agreeable work environment for their clients.

They are familiar with Security Operations, and they work in this environment as independent, team-oriented, and highly motivated technology specialists.

Outstanding customer satisfaction is a major concern for them.

They are solutions-based and use their creative and analytical skills to work with clients on analyzing, evaluating, and implementing specific requests with the Cyber Fusion Center (CFC).

Language:

Fluent in English (C1)

French, German, Spanish is an asset

Reference : 14315
Publication Date : 15-01-2024

If you love the challenge as much as the rewards and are ready to take your career to the next level, apply today.

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