Technical Service Manager / Engagement Manager (with German)

Job Description

WithSecure™ protects businesses all over the world from modern threats. We do this through a Co-security approach born from first-hand knowledge that no one can solve every cyber security problem alone. Every single day, our diverse, growing team fights against online extortion, threats to national infrastructure, the unlawful spread of sensitive information, and everything in-between. The best part about working for WithSecure is our people! We are a community of dedicated and passionate professionals that take workplace happiness seriously. If you’re looking for something that’s more than just a job – we’d love to hear from you.

We are now looking for a Technical Service Manager / Engagement Manager to join our Global Engagement team that is based in the Nordics, UK, US, and Singapore. This role is a part of Managed Services at WithSecure.

You will be responsible for managing customer relationships, leading the communications between our customers and internal service teams. Day-to-day, this role will be working directly with customers, ensuring that their requests are dealt with effectively and efficiently, and the internal project management team, making sure that your customers’ requests are proactively worked on in an efficient manner. This role bridges technical expertise and excellent customer experience.

Key Responsibilities

• Engagement Management (EM) - is a collection of processes used to track, oversee and organise every interaction between a customer and our service throughout the customer journey.
• Customer Engagement - improve our Managed Services customer experience globally, by engaging customers and facilitating growth. Make recommendations to improve customer’s preventative controls using technical insights gleaned from findings and investigations generated by DRT.
• Customer Relationships - you will need to take ownership of customer relationships and retention. This includes tasks such as leading customer meetings and having regular contact with the customers. It is vital that you keep accurate records and document actions from customer meetings as appropriate.
• Customer Issues – serving as an escalation point for customers. Serving as a liaison to other internal departments and stakeholders. You will need to deal efficiently and proactively with your customers' issues. This will include understanding the resources and time required to resolve issues internally.
• Customer Satisfaction - develop service procedures, policies and standards ensuring flexibility and continuous improvement. This may include coordination of surveys to understand customer satisfaction metrics.
• Internal Collaboration – It is vital to understand and know the different areas of the business so that you can draw on resources and the people you have formed relationships with when necessary. You will also need to proactively provide feedback across departments regarding customer feedback and user experience.
• Company growth – as a team member, we will create a development plan to grow the necessary skills to progress to Senior Engagement Manager. Our Senior Team Members will mentor, coach and support you in managing your accounts to develop strong foundations.
• WithSecure has a strong entrepreneurial spirit. You will have direct access to the management team with open lines of communication to discuss the role you play in our growing business. Ideas are encouraged, and will allow you to explore avenues that have great potential for growth within the business

What are we looking for?

• Minimum of 3 years of experience in a customer facing role

• Minimum 1-2 years of experience in enterprise IT and security architecture

• Understanding of Incident response, MDR and EDR
• A fantastic communicator with great interpersonal skills
• A friendly, organised, proactive and positive person
• A problem-solver with the ability to explain things clearly to customers
• Eager to learn quickly
• We love people who have a “can do” attitude who always go above and beyond
• Patient and calm under pressure and enjoy working in a dynamic environment
• Have excellent customer management skills and the ability to build long and trusting relationships
• Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience
• Cyber Security Industry experience would be a huge advantage
• Fluent in English and German (written and spoken)

Bonus points

• Cyber security knowledge
• Security certifications
• ITIL certification / understanding of ITIL processes and structures

What will you get from us?

• Freedom – you will have the opportunity to define new ways of working how we engage with our customers, and how product value gets represented
• You will work together with experienced and enthusiastic colleagues, and within WithSecure you'll find some of the best minds in the cyber security industry
• Your work will be clearly visible and recognised – all over the world and across our business units
• You can rely on the support from the entire WithSecure management including our top executives