MDR Senior Security Specialist

The MDR Senior Security Specialist at Vectra is responsible for managing the company's Managed Detection and Response (MDR) customers. This role involves establishing and maintaining strong relationships with customers, providing technical guidance and support, and ensuring customer satisfaction with the MDR service. The Senior Security Specialist will also act as a trusted advisor, educating and training customers on Vectra products and services, and driving integration of the Vectra Cognito platform into customer business processes. Additionally, the role requires monitoring industry trends, assessing renewal risks, and implementing programs to maximize product adoption and customer success.

• Serve as the primary point of contact for customers and ensure their satisfaction with the service
• Troubleshoot technical issues and work with the MDR operations team to resolve them
• Provide technical guidance and support to customers and internal teams
• Monitor and report on the performance of the MDR service to customers and internal stakeholders
• Continuously monitor industry trends and stay up to date with the latest MDR technologies and best practices
• Conduct monthly customer touchpoints and act as a trusted advisor to drive adoption and quantify the value of platform and services
• Educate and train customers on Vectra products, business roadmap, and services
• Drive deep integration of the Vectra Cognito platform into customers' business processes and technical ecosystem
• Identify and assess renewal risks and develop remediation plans
• Implement repeatable programs and processes to maximize product adoption and usage
• Track, measure, and report on key metrics such as customer satisfaction, health score, and adoption rates
• Travel for on-site customer visits as needed
• Have a strong technical background in network security and enterprise software
• Successfully communicate with customers at both technical and non-technical levels
• Possess strong business acumen and sales experience
• Deliver an exceptional customer experience

• Minimum of 2-3 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Customer Success Manager - CSM, Technical Account Management - TAM, Professional Services, Sales Engineering, or Strategic Customer Service)
• Extensive experience as a hands-on CSM or TAM supporting high touch enterprise customers (Fortune 500 or other large companies)
• Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)
• Knowledge of TCP/IP, DNS, VPN and SSL technology
• Good understanding of current security technologies and risks
• Project management skills with a high attention to detail
• Experience in supporting customers with strategic planning and execution
• Strong technical background in network security and enterprise software
• Excellent communication skills with the ability to effectively communicate with customers at both technical and non-technical levels
• Strong business acumen and sales experience
• Passion for delivering an exceptional customer experience

• Competitive base pay
• Incentive plan eligibility
• Participation in the employee equity plan (stock options)
• Health care insurance
• Income protection / life insurance
• Access to retirement savings plans
• Behavioral & emotional wellness services
• Generous time away from work
• Comprehensive employee recognition program
• Commitment to creating a diverse environment
• Equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.