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Cybersecurity Engagement Lead

1 week ago

Makati City, National Capital Region, Philippines Sophos Group Full time

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. We offer a complete portfolio of endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. With over 28,000 organizations supported worldwide, we're the largest pure-play Managed Detection and Response (MDR) provider. Our acquisition of Secureworks has brought together two pioneers that have redefined the cybersecurity industry with innovative services, technologies, and products.

Our Focus

The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a Service offering. In this role, you'll manage a portfolio of accounts and lead engagements throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

Responsibilities
  • Establish key relationships within the customer, ensuring regular check-ins to understand and address client needs and concerns.
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology.
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and facilitate cross-sell and upsell of services and products.
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value Sophos' services are delivering to the customer and progress on specific customer milestones and goals.
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
  • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
  • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
  • Must be willing to travel.
Requirements
  • 3+ years' experience in customer success roles; additional experience in customer support, sales, or business development is a plus.
  • Experience dealing with account spends of $80k USD and above.
  • Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
  • Experience of translating customer issues and needs into business or solution requirements.
  • Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.
  • Excellent organizational skills and ability to establish milestones and keep project plans on task.
  • Understanding how organizations measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
  • Solid technical acumen able to explain the benefits of different technologies; strong cybersecurity knowledge is an advantage.