Customer Success Engineer leveraging AI for utility solutions in energy infrastructure. Collaborating with clients to enhance platform usage and providing technical support on - site.
About the role
- Technical Customer Success Manager at Triskele Labs supporting SOC clients through reports and trend analyses. Delivering recommendations to enhance clients' security posture and expanding service offerings.
Responsibilities
- 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.
- 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
- 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.
- 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.
- 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.
- 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.
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