Managed Security Services Manager - Symantec - Sydney

Job description
• Primary POC post-sales for assigned clients.
• Perform monthly or quarterly service reviews with clients.
• Responsible for accurate MSS Dashboard updates and issue visibility for tracking and resolution.
• Owns and drives issues to resolution on behalf of clients.
• Reviews and properly messages responses to out of scope requests.
• Responsible locally for MSS campaigns
• Responsible for NPS rating within assigned customer base.
• Review and properly categorize customer enhancement requests for internal consideration. Convey proper expectations and timelines appropriately to clients.
• Responsible for successful on-boarding of newly assigned clients in conjunction with the team.
• Successfully triage and mitigate customer satisfaction issues.
• Maintains and updates client specific action lists to bring off-track clients back on track.
• Identifies issues that impact customer sat and brings attention to MSS delivery org to collaborate potential solutions.
• Author after action reports to clients upon request.
• Ability to train key client stakeholders on the proper usage of the portal.
• Complete termination survey follow up for lost accounts.
• Responsible for follow up on Case Closure surveys
• Contributes and participates in existing client SOC visits to ensure resources and agenda are set appropriately.
• Communicate service enhancements and new releases to clients.
• Provides support and ensures open communication with Sales and Account team counterparts for smooth client coverage and exchange of information.
• Responsible for coordinating delivery team resources to support assigned client requests and triage issues.
• Keep key MSS stakeholders abreast of current client temperature by authoring comprehensive and productive recaps to crucial client conversations and service reviews.

Qualifications
• Background in Networking, security or security analysis
• CISSP, GIAC, MCSE or equivalent
• Experience in post-sales support in a customer-facing role for multiple national and international corporate organizations certifications are beneficial
• Excellent communication & presentation skills
• Strong customer facing skills
• Ability to build successful relationships internally and externally
• Tertiary qualifications in Information Technology, Computer Science or a related discipline would be an advantage

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