Dell Client Delivery Manager (CDM) - SecureWorks in United States
Client Delivery Manager (CDM) - SecureWorks Customer Advocacy Team
SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from Cyber attacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat. In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.
Role Overview The Client Delivery Manager (CDM) directs, plans, and coordinates the relationship, account management and support activities for SecureWorks customers throughout the lifecycle of the customer engagement. Duties will include assisting both non named and named accounts with issue resolution, escalation management, training & education, project management, and advocacy including demonstrating service value. In addition, the Advocate will participate in Customer Advocacy and Programs and Self Service initiatives and lead Special Projects designed to improve Customer Service deliverables, i.e. Customer Reporting & Metrics, On-boarding and Process documentation, and Satisfaction Surveys.
Role Responsibilities -Proactively monitor client support ticket queues and delegations for escalated issues with accounts in order to curb potential dissatisfaction issues -Enthusiastically assumes responsibility for extreme customer satisfaction circumstances by engaging customer and internal personnel to ensure service level goals are met and sustained -Keep customers abreast of problem status, status of defect/bug resolution, set clear expectations, provide timely follow-up, and independently handle challenging customer situations on a daily basis -Escalate internally and report on satisfaction issues that could lead to cancellation or non-renewal -Creates service level highlight reports to show value proposition at time of renewal or to ensure customer satisfaction levels are maintained -Maintain updated customer information in internal operational support systems -Conduct regular status calls and document issues, projects, enhancements for customer
As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
Requirements -Minimum of 4 years' experience in network security or related discipline with a minimum of 4 years of IT experience to include Windows and Linux OS network routing and monitoring -TCP/IP, IDS, Firewalls, WAF, SIEM, and Log Retention knowledge required -Required ability to adjust in a fast-paced multidisciplinary environment, prioritize efforts, manage customer expectations, and possess professional negotiation skills -Minimum 6 years' experience in leading presentations (remote and in person) to external customers, managing accounts, interacting with executive management and technical personnel -Very good problem solving, analytical skills, maintain a sense of ownership, verbal and written communication skills; excellent telephone and customer service skills -Works independently with minimal supervision; self-starter and highly motivated -Ability to demonstrate customer empathy and manage customer satisfaction issues and advocate customers' needs while maintaining company position
Preferences -Sans GIAC GSEC or other related certification required within 12 months of hire -Experience with industry regulations and security frameworks such as SOX, PCI-DSS, HIPPA, ITIL, ISO 270001 -Experience with Root Cause Analysis writing and delivery -Ability to work effectively across functional teams; assist and/or provide guidance to internal teams in establishing appropriate priority of issues
Location Atlanta, GA or Lisle, IL
/SecureWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. SecureWorks encourages applicants of all ages../
Job: *Account Services Mgmt
Organization: *Security Solutions
Title: Client Delivery Manager (CDM) - SecureWorks
Location: Remote/Field/Satellite Office
Requisition ID: 17000LFO