Customer Success Specialist - Service Delivery Manager SDM

About the Job

Professionals at Ackcent Cybersecurity share a common goal :  to improve the security of our customers, protect their assets from cyber threats, and provide high-quality services through communication and care.

In this position, you will work closely with our security specialists, analysts, and consultants, playing a key role in our Service Delivery Team to ensure the successful delivery of high-quality cybersecurity services.

Key Responsibilities

Onboarding

Kick-off :  Participate in the initial meeting to get to know the client-side stakeholders.

Telemetry planning :  Update information about digital assets in the database, as well as monitor ingestion size after each log source integration.

Enablement sessions :  Share and clarify the list of alerts covered by the service and their criticality, as well as communicate the communication protocol.

Reviews

Monthly follow up : Analyze alert trends, false positives, detection tuning, and review all pending actions from previous meetings.

Quarterly business review :  Share MITRE coverage and technical improvements.

Annual planning :  Support the preparation of the annual plan by sharing technical details to ensure the proposed actions are well-grounded.

Customer Support

Orchestrate responses to client requests.

Coordinate issue resolution and escalations.

Coordinate projects including :

• Lead and manage communication between teams, clients, and vendors.
• Promote communication and collaboration among stakeholders, ensuring clear and timely information sharing.
• Continuously monitor team capacity, identify potential bottlenecks or resource shortages, and propose proactive solutions.

SLA :  Address all matters related to SLAs with the client.

Advisory sessions :  Lead interviews / workshops with the client to gather information.

Incident response :  Participate in checkpoint meetings to support the client as needed.

What We Offer

At Ackcent , we celebrate diversity and are committed to creating an inclusive environment for all our employees.

We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, marital status, disability status, or any other condition protected or not by the laws or regulations of the places where we operate.

Ackcent does not tolerate any form of discrimination or harassment.