Customer Engagement Manager

About the Role

We are seeking a dynamic and experienced Customer Engagement Manager (CEM) with a deep understanding of cybersecurity. This role is ideal for a seasoned professional with strong technical expertise in cybersecurity, excellent project management skills, and a passion for ensuring customer security and success.

As the CEM, you will be responsible for managing customer engagements, ensuring the successful implementation of our cybersecurity solutions, and delivering projects on time and within scope. You will serve as the primary technical point of contact for assigned accounts, working closely with customers to understand their security needs, providing strategic guidance, and ensuring they derive maximum value from our solutions once they’re implemented.

What You’ll Do

Customer Relationship Management:

• Serve as the primary contact for customers, providing regular updates and managing expectations.
• Build and maintain long-term relationships with key cybersecurity stakeholders.
• Act as the escalation point for critical incidents, ensuring effective communication and resolution.

Solution Design & Strategic Guidance:

• Understand customers’ security goals and provide tailored technical recommendations.
• Coordinate cross-functional teams to design, implement and support cybersecurity solutions.
• Maintain detailed documentation of customer environments and support interactions.

Project Management:

• Lead and manage multiple cybersecurity projects, ensuring timely and high-quality delivery.
• Identify and mitigate risks throughout the project lifecycle.
• Prepare and present reports on SLA adherence, ticket trends, and key metrics.

Value Maximization:

• Help customers optimize the use of cybersecurity solutions to maximize protection and ROI.
• Gather and share customer feedback to drive product enhancements and address emerging threats.

Who You Are

• Technical Background:
• Extensive knowledge and understanding of networking, security protocols, and experience with enterprise deployments.
• Strong understanding of cybersecurity solutions, including threat detection, incident response, network security, and endpoint protection.
• Ability to quickly grasp and explain complex cybersecurity concepts to both technical and non-technical audiences.
• Proficiency in troubleshooting methodology.
• Experience:
• 10+ years of experience in a technical role within the cybersecurity industry, with at least 8 years in a customer-facing role (e.g., TEM, TAM, Security Architect).
• Proven track record of successfully managing complex cybersecurity engagements, and managing and delivering projects on time and within budget.
• Experience working with large enterprise customers, particularly in complex, multi-vendor environments.
• Skills:
• Excellent communication and interpersonal skills, with a proven ability to build strong relationships with customers and internal teams, particularly in high-stakes security environments.
• Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving technical challenges.
• High level of organization and attention to detail.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Other Requirements:
• Willingness to travel up to 25%.