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.
Roles and Responsibilities
- 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.
Requirements
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.
Customer Interaction
- Proven experience in client relationship management, including leading review sessions and making strategic recommendations.
- Capability to conduct and present trend analyses in a quarterly review format.
- Commitment to identifying clients' needs and proactively suggesting tailored solutions and services.
Personal Attributes
- Enthusiasm for continuous learning and a proactive approach to self-development.
- Drive to deliver exceptional client support and meet quarterly engagement objectives.
- Ability to work effectively within a team, sharing knowledge and supporting cross-functional goals.
Benefits
- Join a supportive and driven team where each client relationship is valued.
- Collaborative and growth-oriented culture with opportunities for career development.
- Hybrid working environment, with some in-office presence expected if based in Victoria.
- Competitive salary package up to $120,000, with pathways for advancement.
Why Triskele Labs?
Triskele Labs is a place where passion for cybersecurity and client success thrive. Our commitment to "Deliver Awesome" drives us to exceed expectations, making a tangible difference in our clients’ security journey. If you’re ready to take ownership of client success and contribute to an inclusive and dynamic team, Triskele Labs is the right fit.
Application Process
Applications without a cover letter will be immediately disqualified. Address your cover letter to Jason Hilton, Head of Technical Customer Success. Tell us about why you are ideal for this role.
