Customer Success Consultant - MDR (German Speaking)
2024-07-31
UK, Hungary
Sophos
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
As a Customer Success Consultant for our MDR team, you are a critical part of our customers’ adoption of Sophos’ Managed Detection and Response (MDR) service. You will act as a point-of-contact, establishing relationships to facilitate efficient onboarding, implementation of MDR components, and real-time support and strategy. You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MDR.
What You Will Do
Own the customer relationship, providing ongoing and proactive support to MDR customers to drive high levels of customer satisfaction, deep engagement, and mutual success
Handle customer escalations and ensure appropriate actions are taken to address customer concerns
Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
Identify expansion opportunities within the customer base and collaborate with the sales teams for growth attainment
Identify risks to renewals and collaborate with internal teams to remediate customer concerns
Communicate requests discovered during customer interactions to the Product Management team
Be a customer advocate in influencing product roadmap and improvements
Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
Work in partnership with Operational, Technical, Sales, and Product teams to provide customer feedback and ensure requests are resolved in a timely manner
What You Will Bring
Experience working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption
Experience working with cybersecurity solutions
Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
Strong presentation and communication skills, verbal and written
Fluent English and German language skills
Project management skills, with proven results working as a reliable advisor to drive business value for customers
Highly data-driven with a dedication to following processes
Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
Flexibility for travel
#B1
#LI-SK1
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
As a Customer Success Consultant for our MDR team, you are a critical part of our customers’ adoption of Sophos’ Managed Detection and Response (MDR) service. You will act as a point-of-contact, establishing relationships to facilitate efficient onboarding, implementation of MDR components, and real-time support and strategy. You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MDR.
What You Will Do
Own the customer relationship, providing ongoing and proactive support to MDR customers to drive high levels of customer satisfaction, deep engagement, and mutual success
Handle customer escalations and ensure appropriate actions are taken to address customer concerns
Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
Identify expansion opportunities within the customer base and collaborate with the sales teams for growth attainment
Identify risks to renewals and collaborate with internal teams to remediate customer concerns
Communicate requests discovered during customer interactions to the Product Management team
Be a customer advocate in influencing product roadmap and improvements
Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
Work in partnership with Operational, Technical, Sales, and Product teams to provide customer feedback and ensure requests are resolved in a timely manner
What You Will Bring
Experience working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption
Experience working with cybersecurity solutions
Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
Strong presentation and communication skills, verbal and written
Fluent English and German language skills
Project management skills, with proven results working as a reliable advisor to drive business value for customers
Highly data-driven with a dedication to following processes
Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
Flexibility for travel
#B1
#LI-SK1
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].