MDR Senior Security Specialist

*Location: US-Remote (CONUS)

Position Overview

At Vectra, the MDR Senior Security Specialist is responsible for the development and management of the company's Managed Detection and Response (MDR) customers. As the MDR Senior Security Specialist, you will be responsible for establishing and maintaining strong relationships with customers and engaging with key customer security and IT decision-makers to foster a positive customer experience throughout their Vectra MDR journey. Your knowledge and expertise in Vectra products and cybersecurity will provide guidance and best practices to ensure your customers understand and maximize value from their investment in Vectra Products and Services.

This role demands interaction with enterprises at the senior level (CISO) and with technical staff within the IT and Security organization.

Responsibilities

• Serve as the primary point of contact for our customers and ensure their satisfaction with our service.
• Troubleshoot technical issues and work with our MDR operations team to resolve them.
• Provide technical guidance and support to customers and our internal teams.
• Monitor and report on the performance of our MDR service to customers and internal stakeholders.
• Continuously monitor industry trends and stay up to date with the latest MDR technologies and best practices.
• Conduct monthly customer touchpoints and act as a trusted advisor for customers to drive adoption and quantify the value of platform and services.
• Educate and train customers on Vectra products, business roadmap and services to help better their ability to succeed.
• Drive deep integration of the Vectra Cognito platform into our customer’s business processes and technical ecosystem.
• Identify and assess renewal risks; develop and collaborate with internal teams in executing the remediation plans.
• Identify, develop and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer’s business goals.
• Track, measure and report on key metrics such as: customer satisfaction, customer health score, adoption rates, etc.
• Able and willing to travel for on-site customer visits as needed (<10%)

Requirements

Prospective candidates who wish to be successful in this role should have a strong technical background in network security and enterprise software, as well as a demonstrated record of successfully communicating with customers at both technical and non-technical levels. They should possess strong business acumen and sales experience, and most importantly, a deep passion for delivering an exceptional customer experience that is second to none.

• A minimum of 2-3 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Customer Success Manager - CSM, Technical Account Management - TAM, Professional Services, Sales Engineering, or Strategic Customer Service)
• Extensive experience as a hands-on CSM or TAM supporting high touch enterprise customers (Fortune 500 or other large companies)
• Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)
• Knowledge of TCP/IP, DNS, VPN and SSL technology
• Good understanding of current security technologies and risks
• Project management skills with a high attention to detail
• Experience in supporting customers with strong empathy AND passion for revenue and growth
• Proven record of establishing and building successful C-level relationships
• Service management minded with strong commitment to customer service
• Excellent presentation and communication skills, both verbal and written
• Excellent organizational, analytical, negotiation, and influence skills
• Relevant bachelor's degree; preference for computer science or related degrees

Desirable

• Prior experience with Vectra, SentinelOne, Microsoft Defender, or CrowdStrike
• Coding experience in Bash, Python, or Powershell
• Open-source development

Our competitive total rewards package includes cash compensation within the range provided below. Actual pay for this position may vary based on the hired candidate’s location, experience and relevant incumbent pay position.