Customer Success Specialist / Service Delivery Manager (Hybrid)
Professionals at Ackcent Cybersecurity have a common goal: to improve the security of our customers, protect their assets from cyber threats and to provide high-quality services through communication and care.
Onboarding
* Kickoff: Participate in the meeting to get to know the stakeholders from the customer side.
* Telemetry planning: Update the information regarding the digital assets in the database, also monitoring the ingestion size after each log source integration.
* Enablement sessions: Share and clarify the lists of alerts covered in the service and their criticality, also sharing the communication protocol.
Reviews
* Monthly follow ups: Dive into alert trends, false positives, detection tuning and reviewing all the pending actions from previous meetings.
* Quarterly business review: Share MITRE coverage and technical improvements.
* Annual planning: Support in preparing the annual plan, sharing technical details to land the proposed actions properly.
Customer Support
* Orchestrate answers for customer’s requests: Coordinate with Managers and evaluate the criticality of each task to prioritize.
* Coordinate troubleshooting and escalation
* Coordinate projects:
o Leading and managing communication between teams, clients, and suppliers.
o Promoting communication and collaboration among stakeholders, ensuring a clear and timely exchange of information.
o Continuously monitoring team capacity, identifying potential bottlenecks or resource gaps, and proposing proactive solutions.
* SLA: Discuss everything related to this matter with the client.
* Advisory sessions: Lead the interviews/workshops with the customer to gather information.
* Incident response: Participate in the checkpoint meetings to support the customer with whatever is needed.
Required Skills & Experience
* Bachelor’s degree in engineering or a related field.
* Technical background
* Ability to establish strong relationships.
* Problem-solving mindset, with strong analytical skills and attention to detail.
* Ability to manage priorities, deadlines, and service improvements proactively.
* Proactive and results-driven, with strong follow-up and commitment to service excellence.
What we offer
* Medical insurance
* Hybrid model
* Birthday day off
* A dynamic work environment where innovation and collaboration are at the core
At Ackcent, we celebrate diversity and are committed to creating an inclusive environment for all our employees. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, marital status, disability status, or any other condition protected or not by the laws or regulations of the places where we operate. Ackcent does not tolerate any form of discrimination or harassment.
Ackcent is always looking for professionals to join our team, so if you are interested in our project and believe that you have value to add to it, drop us a message.
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