Partner Success Manager – Security Operations

who we are looking for.

Roles and Responsibilities

• Customer Relationship Management
  • Develop and nurture relationships with key SOC clients through regular meetings and calls.
  • Deliver Quarterly Business Reviews to all clients, providing strategic consultancy at board level, developing the customer’s security roadmap, and detailed reviews of the service.
  • Ensure the quality of our Security Services aligns with client requirements.
  • Identify opportunities to expand our service offerings.
  • Join weekly PSM L10 calls and bi-weekly PSM Strategy calls.
• Cyber Security Expertise
  • Act as the customer representative for Cyber Security issues and escalations handled by the SOC.
  • Act as an outsourced Security Consultant to strategically advise SOC clients, aligning their business missions with security best practice.
  • Strategic engagement with SOC leadership to address emerging trends and client concerns from a partner success perspective.
  • Join daily SOC Stand Up calls, weekly SOC L10 calls and monthly mentoring calls with the Director of Cyber Security.
• Sales Pipeline Management
  • Take ownership of the sales pipeline for existing SOC customers, including managing the existing pipeline and developing new opportunities.
  • Streamline existing processes to ensure timely delivery of proposals and successful conversion of opportunities.
  • Drive strategic opportunities forward using the Technology Stack and Capability and Maturity Model
• Billing and Financial Management
  • Liaise with Finance to create and approve monthly invoices.
  • Maintain profitability for key accounts.
• Quality Assurance and Process Improvement
  • Collaborate with the Board to establish and refine internal systems for measuring and reporting service quality.
  • Actively seek opportunities to enhance business operations through streamlined processes and procedures.
  • Analyse and review metrics from SOC services both at client level and service level.
  • Retrospectively complete the Capability and Maturity Model for existing SOC clients.
  • Holding the teams accountable for delivering excellence.
• Travel
  • Travel required to client sites and between the London, Manchester and Bristol offices

Objectives

• Create and define a Customer Whitespace report for strategic opportunity.
• Create and define a Capability and Maturity Model based on the Technology Stack and retrospectively complete for the existing client base, whilst driving the initiative forward for new clients during onboarding.
• Utilise the CMM to identify upsell/cross-sell opportunities in order to meet OTE.
• Driving service quality forward by challenging current working processes to drive efficiency.
• SOC Discovery Workshops with prospective clients.
• Insight Workshops with existing clients.
• Follow and refine the Account Review process.
• Maintain comprehensive account review documentation.
• Conduct customer reviews, strategic annual reviews, and quarterly business reviews.
• Include strategic CTI Reporting and Cyber Risk Insight during quarterly business reviews.
• Foster regular catch-ups and engagement.
• Establish rapport with decision makers, understanding their needs and converting them into opportunities.

Key Qualities

• Passion and knowledge for Cyber Security
• Exceptional task management skills.
• Methodical and detail-oriented approach.
• Strong process-driven mindset.
• Confident presentation abilities.
• Outstanding interpersonal and communication skills.
• Sociable, with the ability to fluently discuss all aspects of cyber security with senior client staff

Key Skills

• Pre-existing understanding of Microsoft licensing
• High-level understanding of Microsoft Sentinel and Microsoft Security Products
• Skills in PowerBI and Reporting