Job type full-time
Full job description
Dynamic it entrepreneur robert herjavec founded herjavec group in 2003 to provide cyber security products and services to enterprise organizationsWe have been recognized as one of the world’s most innovative cybersecurity leaders, and excel in complex, multi-technology environments.
Do you thrive in agile, fast-paced environments?
Are you passionate about protecting company and client information?
Are you one to step up to challenges?
Do you have what it takes to work for a shark?
If so, apply today
Customer success managers (csm) are our managed security customers trusted technical and security advisorsThey provide valuable guidance around security operations and defensive cyber postureThey aid their customers security program performance and maturityBy leveraging the mss service delivery teams the csm is identifying weaknesses in process, quality checking deliverables, and focusing on continuous improvement efforts for their customers.
At the herjavec group, the csm is the “owner” of their assigned customer(s)This means our csm’s must partner with their customer(s) proactively, not only to prevent potential issues from occurring with delivery, but also to build and execute on a clear and mature roadmap which helps the customer see value in what hg providesCustomers are looking for csm’s who know how to build and run security operations teamsThe csm is responsible for working with key customer contacts at multiple levels to identify and align business and it objectives, discover customer pain points, offer recommendations, and recognize current and future it security needs, and support service expansion within their assigned customers (aka help upsell more services!)The csm is part of the customer success team and acts as the customer advocate in all areas of the organization, from strategic planning, service design, and delivery.
The csm plays a pivotal role in ensuring that herjavec group is considered and viewed as a key security partner in the successful operation of the customer’s security programThe right csm will also have excellent working relationships with other herjavec group teams (ieSoc, threat, engineering, sales, and management) who will be active within his/her account(s).
Establish a long term and sustainable relationship with assigned customer base
Schedule and run regular service milestone and executive-level meetings
Liaise and collaborate between soc (tier-i, tier-ii, and tier-iii team), device management (dm), threat, sales, and management team members on behalf of your managed clients
Proactively monitor technical issues pertaining to the services provided for their customer and make recommendations to reduce the risk/impact of similar future problems
Do you see aging cases without resolution? ask “why?” and dig in…
Do you see a hole in the client’s defensive posture? are they missing a data source? partner with the client, have a risk-based conversation and recommend solutions and track them to completion.
Offer consultative advice in security principles and best practices
Provide technical guidance/recommendations to customers to enhance their overall security posture within the managed products
What industry or sector does the customer operate?
Are their compliance or regulatory concerns?
New and emerging tech that would help alleviate pain or reduce risk?
Don’t wait for the customer to push and prod you with questions – see something, say somethingBe proactive and offer support/help/advice when an opportunity arrives.
Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support across the team
Understands the full suite of hg services and can clearly articulate the value of each
Maintain and develop key documentation and reports in alignment with company standards
Analyze and provide recommendations within monthly, quarterly, and annual reports for the customer
Provide in-depth analysis of day-to-day & month-to-month operations
Present reports to executive clients with professionalism and an understanding of the current market
Accurately track the milestones, roadmap items, and tactical cases needed to move the needle forwardEnsure ownership of tasks and that due dates and status updates are provided regularly and clearly (written format and verbal).
Measure customer temperature and determine their satisfaction with hg’s services
Assess problems, develop, present, and action “get to green” plans as needed
Proactively and reactively work with soc teams in the management of technical issues as well as collaborating in planning, implementation, and conduct skills and knowledge transfer on the services provided
Organize regular touch-points with the technical teams to get an in-depth understanding of the clients’ threat landscape
Oversee and assist with highly technical projects, change windows, and client requests
You should be tracking the key milestones and be accountable for delivery dates.
Communicate clients’ business requirements to the team in such a way that will ensure the successful completion of the tasks
Perform as an incident handler when needed on high priority calls.
Make sure your clients are confident that their issues are being handled effectively and efficiently
Proactively work with sales account managers to build sales proposals to custom fit to each customer’s needs.
Maintain and track use of licenses for all managed products
Study the evolving needs of each client and the technology used with each environment
Identify and recommend up-sell opportunities with the sales team
Provide input on renewal contract (sow) amendments and input for new sows as needed
Maintain current knowledge on industry issues/trends and competitive products
Maintain and expand working knowledge of current managed technologies
Desired skills and experience
College diploma or university degree in information security or relevant security up-to-date certificates and/or equivalent work experience
Minimum 5-7 years’ experience in cyber
Minimum of 2 years’ security operations center experience or equivalent analyst type experience
Minimum of 2 years’ siem technology experience (splunk, azure sentinel, ibm qradar, logz.io, rapid7 insightidr, logrythm, etc.)
Minimum of 1 year threat intel and/or threat hunt and/or threat modeling exposure.
Familiar with frameworks such as nist csf, mitre att&ck framework, etc.
Strong understanding of it security concepts, best practices, and market direction
Strong troubleshooting, reasoning, and problem-solving skills
Come with solutions not problems.
Excellent communications and customer service skills (active listening, written, oral, presentation)
Exceptional time management skills
A positive and constructive minded team player
Be able to travel <10 percent of the time with some international travel
Be able to obtain clearances/licenses if needed based on client requirement
The following will be considered an asset:
Holds certifications such as cissp, itil, or security +
Security threat and attack countermeasure knowledge
Ability to conduct forensic analytical studies and investigations
Data analytics skillset
Why herjavec group?
Our organization is agile and adaptive, supporting and encouraging ambition, the pace of your career is completely in your control.
Accelerate your cyber security career
Your learning pace at is rapid and you will be exposed to all areas of the security domain, as our projects are varied both in nature, size, and locationYou could be running a security health check, implementing the latest end user security solution or working with the client’s management team to develop a 3-year security strategyYou will be working in a team that contains subject matter experts who have spent a lifetime working in cyber security across the world.
Culture for the next generation
The general culture at herjavec group is to promote talent from within, so we encourage personal development via training, mentoring and time from senior management to build our capabilities with our teamWe embrace flexible working, and regular team building days and socials.
Finally, we are passionate about it security and technologyThe technology world is evolving rapidly, and we hope to show you how our team embraces technology change and turns it into successful solutions that solve complex business problems.
We work hard with integrity, but recognize success is a team effort where each of us supports othersIt is important that we enjoy what we do.
What we look for:
Motivated to accelerate your career
You have genuine interests in technology, and are eager to take control of your career and super charge it in the world of it security
You have the ability to communicate effectively with people of different backgrounds to youBoth in written and verbal communication, you provide a clear impact that is understood.
Work with integrity
We work to the best of our ability in an ethical manner, adhere to processes and regulations, and challenge anything that you believe to be unethical.
You embrace new technology and ways of workingCurious about how new technology can be used to solve business problems.
Contribution and collaboration
Be a strong team player, support others within your team, and share your knowledge within the organization.
Career development and training
At herjavec group, we provide support to help you along your career path, ensuring you remain in control of your professional and personal developmentThis is important to use that you feel confident in your day-to-day activities and you reach your full potential.
Employee peer support
We employ official mentor schemes for junior members of staff to help them learn about the organization and work effectively in their roleThere are collaboration groups for knowledge sharing and developing alternative professional interests.
We encourage obtaining professional qualifications and accreditationsThese qualifications are great for your professional development, client assurance they are dealing with a trained professional and good confirmation of your new skills.
We have extensive product and technology training courses that we use for internal and external trainingOur training provides in-depth real life training modules that ensure you are fully enabled to excel in your role.