Assistant Store Manager overseeing retail operations and team management at AT&T store. Ensuring customer experience and achieving sales goals with comprehensive training and support.
About the role
- MDR Services Engagement Manager responsible for end-to-end service relationship and customer satisfaction in cybersecurity. Leading structured onboarding, service reviews, and incident coordination.
Responsibilities
- Own the end-to-end MDR service relationship for a portfolio of customers, with full accountability for service satisfaction, time to value, and the delivery of agreed Service Level Objectives (SLOs).
- Lead structured customer onboarding, setting clear expectations, enabling the service and ensuring every new customer reaches their first meaningful MDR value moment as quickly as possible.
- Deliver monthly and quarterly service reviews with real substance: performance data, incident summaries, detection improvements and a forward-looking conversation about the customer's security posture.
- Serve as the primary escalation point and customer-facing coordinator during security incidents, bridging the SOC and the customer with accuracy and composure throughout.
- Lead structured post-incident debrief calls, translating technical findings into clear, actionable customer outcomes.
- Engage customers proactively at key moments: prior to renewal, after low-engagement periods, following major incidents and whenever the relationship needs reinforcing.
- Maintain consistent, structured collaboration across every function that touches the customer experience.
- Collect and synthesise customer feedback and bring it back to leadership and product teams with clarity and commercial context.
- Stay fully informed of all product, platform and service changes within our platform and translate these proactively into customer value conversations.
- Drive internal MDR awareness through roadshows, newsletters and enablement sessions for account teams and customers.
Requirements
- At least a bachelor's degree in a related field.
- Good understanding of AI concepts and use cases.
- Professional proficiency in English, written and spoken, is required.
- Additional languages are an advantage.
- 3+ years of experience in a customer-facing role within the technology industry, in account management, customer success or service management.
- Sufficient security knowledge to engage credibly with SOC teams and technically sophisticated customers.
- Demonstrated ability to manage complex, multi-stakeholder relationships with professionalism and composure under pressure.
- Strong communication and presentation skills, with proven experience delivering executive-level briefings and service reviews.
- Commercial awareness: you understand the link between customer experience, retention and revenue, and you act accordingly.
- Experience working across cross-functional teams in a structured, accountable way.
- Willingness to be available outside standard hours during critical incidents.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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