Manager of Technical Account Management
Cybereason
Tokyo
2 日前

Cybereason's mission is to protect it all’ delivering unparalleled prevention, detection, investigation, and response for all endpoints : workstations, laptops, mobile devices and more.

Our cyber-defence solutions combine machine learning and AI to analyze threats, connecting huge volumes of data to reveal cyber-attacks and shut them down, as well as block intrusion of known and unknown threats.

With our latest offerings, we can also seamlessly automate detection and prevention across traditional endpoints as well as mobile devices.

Since entering the Japan market in 2016, we have seen tremendous growth, now holding #1 market share. We are constantly evolving and hope to expand our team with daring individuals that never give up!

As a Manager of Technical Account Management , 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.
  • More about working at Cybereason Japan

    Our Tokyo and Osaka offices are open, highly supportive and fun! To support you at work, we provide flexible work-life management policies, plenty of food and drinks, paid-leave for supporting your family and health, 401k, fun monthly events such as Premium Fridays and Lunch & Learn , as well as career support.

    You’ll have a chance to work in cooperation with a growing team of over 600 people (and growing!) with teams in Tel Aviv, Boston and other locations around the world.

    働きがいのある会社 として認定 / Great Place to Work® Certified

    サイバーリーズン ジャパンは Great Place to Work® から 働きがいのある会社であることを認める 働きがい認定 企業として選出されました 詳細や認定企業一覧はこちらをご参照ください

    Cybereason Japan has been selected and certified by Great Place to Work® as an employee-validated great workplace. Click here for details and a list of certified companies.

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