The Technical Customer Success Manager (TCSM) will play a pivotal role in supporting SOC clients by providing in-depth analysis and insights. They will work across the team, conducting quarterly review sessions with clients, dissecting monthly reports, and building trend analyses to offer a comprehensive outlook on both the previous and upcoming 90-day periods. Through these interactions, the TCSM will deliver actionable recommendations to improve clients’ security posture. Additionally, the TCSM will identify opportunities to expand service offerings, collaborating closely with the sales team to scope these enhancements for delivery.

TECHNICAL SKILLS

• Strong foundation in IT and cybersecurity, with experience in SOC environments, networking, or infrastructure.
• Proficiency in security tools, with the ability to interpret and translate technical data for clients.
• Experience in delivering client support, with a focus on analysing and communicating complex information clearly and effectively.

SOFT SKILLS

• Exceptional communication and presentation skills to distil technical information for clients with varying levels of expertise.
• Ability to build lasting client relationships, acting as a trusted technical advisor with a customer-centric approach.
• Strong analytical skills for trend analysis, forecasting, and data-driven recommendations.
• High attention to detail, ensuring reports and recommendations meet client needs and quality standards.

• Conduct quarterly client reviews, analysing monthly SOC reports to extract and present trends and insights.
• Develop a 90-day retrospective and future-focused assessment, providing strategic recommendations to enhance clients’ security posture.
• Identify and recommend additional services to meet clients’ evolving needs, coordinating with the sales team to align on scope and delivery requirements.
• Act as a primary point of contact for technical escalations, ensuring efficient and effective resolution of client queries.
• Collaborate with Account Management to drive service uplift and operational efficiencies.