MDR Team Lead

Role Summary

Sophos is looking for a highly experienced Customer Success professional with leadership and relationship management skills to help drive the highest level of satisfaction for Sophos Managed Detection & Response (MDR) customers. As an MDR Customer Success Team Lead, you will be responsible for leading a team of Customer Success Managers within your assigned region and their execution of Customer Success processes and procedures. Your role will involve handling complex Customer Success issues, ensuring timely resolution to escalations, collaborating with cross-functional teams, and implementing continuous improvement initiatives. Additionally, you will foster a culture of innovation, knowledge sharing, and professional development for Customer Success team members. This role will provide ongoing assistance to leadership in meeting organizational objectives. 

What You Will Do

• Lead and oversee the day-to-day responsibilities of the MDR Customer Success Managers, delivering successful business outcomes for the MDR customer base.
• Manage a high-performing team of CSMs that deliver an outstanding customer experience and superior cybersecurity outcomes aiming to cross-sell and upsell of services and products
• Monitor the team’s metrics and KPIs to ensure program compliance, quality delivery, and objectives are being met
• Mentor and train the CSM team to level up skills, drive quality outcomes such as revenue retention and renewal, and support their growth.
• Support ongoing adoption and strategy to ensure customers understand and maximize value from their investment in Sophos MDR.
• Serve as the primary point of contact for escalation on MDR feedback or concerns, ensuring all internal and external escalations are resolved in a timely manner with minimal impact on customer experience.
• Provide subject matter expertise for your team on the Sophos MDR service and Customer Success operations, staying updated on the latest best practices to enable effective team performance.
• Collaborate with cross-functional teams (MDR Sales, MDR Ops, MDR Detection Engineering, Account Team, Technical Support) to address and resolve customer and partner concerns.
• Monitor team performance and ensure customer engagement is consistently delivered within the scope of MDR service, adhering to Sophos standards and guidelines.
• Contribute to the selection process for new team members and provide input into the annual salary review process.
• Address team issues, including conflict resolution, and maintain a positive team dynamic.
• Communicate goals, assignments, and company/department strategy effectively to direct reports and team members.
• Provide regular activity rollup reports to the Director, MDR Customer Success.
• Foster a culture of innovation, knowledge sharing, and professional development within the team.
• Remain the primary owner of communication for assigned customers, delivering the highest level of customer satisfaction for our top tier accounts. 

What You Will Bring

• Independent judgment to identify, address, and help resolve systemic problems.
• Experience training team members on processes and procedures.
• Desire to share skills and knowledge with others, fostering productive internal and external working relationships.
• Exposure to a multitude of customer escalation scenarios, including disgruntled customers, feature development requests, and critical service-related issues
• Minimum 5+ years of experience within a cybersecurity environment; experience in a leadership role is preferred
• Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
• Strong presentation and communication skills, verbal and written
• Project management skills, with proven results working as a reliable advisor to drive business value for customers
• Passion for driving customer engagement and team performance
• Flexibility for travel (if needed) 

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