TECHNICAL CUSTOMER ENGAGEMENT SPECIALIST

The Technical Customer Engagement Specialist 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.The Technical Customer Engagement Specialist is 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 Technical Customer Engagement Specialist leads and reviews the delivery of support services that drives outcomes aligned to client’s goals. The Technical Customer Engagement Specialist 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.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.Monitor SLA, service credits and overall ratings.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.Convey client’s feedbacks to CFC operations and leadership, architects, DevOps and Accounts.Collaborate with the account team to drive continuous improvement of the management of accounts, jointly with the Account Executive and conduct Service Review Experience:Experience and background in IT, IT Security and/or Security OperationsExcellentcustomer facing skillset including negotiation, conflict management, and listening skills.Excellent presentation and communication skills, including the leading of face-to-face or phone meetingsAbility 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:· S. in Computer Science or equivalent degreeSkills:Well-versed in cybersecurity topics, networking, ITILPositive thinking and versatility to create an agreeable work environment for their clients.Familiar with Security Operations and working in this environment as independent, team-oriented, and highly motivated technology specialist.Outstanding customer satisfaction.Solutions-based, creative and analytical skills to work with clients on analyzing, evaluating, and implementing specific requests with the Cyber Fusion Center (CFC).Nice to have experience ServiceNow dashboard and report creationLanguage:Fluent in English (C1)French, German, Spanish is an asset