Title:  Customer Success Manager / Service Delivery Manager, Cybersecurity

ST Engineering is a global technology, defence and engineering group with offices across Asia, Europe, the Middle East and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence and public security segments.

Cyber business area An industry leader in cybersecurity with over two decades of experience, we deliver a holistic suite of trusted cybersecurity solutions to empower cyber resilience for government and ministries, critical infrastructures, and commercial enterprises. Backed by our indigenous capabilities and deep domain expertise, we offer robust cyber-secure products and services in cryptography, cybersecurity engineering, digital authentication, SCADA protection, audit and compliance. We specialise in the design and build of security operations centres for cybersecurity professionals and provide managed security services to strengthen the cybersecurity posture of our government and enterprise customers. Committed to building up competencies of cybersecurity professionals to support the growing demand, our Cybersecurity Academy has certified and trained more than 2000 cybersecurity professionals in more than 150 organisations. We continue to innovate through our Research Lab, Strategic Technology Centre, and Engineering Centres and develop future-ready cybersecurity solutions that position us at the forefront of the dynamic digital economy.

Find out more: https://www.stengg.com/cybersecurity

We are looking for a Customer Success Manager who is responsible for monitoring and managing the delivery of Managed Security Services. You shall establish and sustain close engagement with key stakeholders and follow through any issues and service improvement opportunities highlighted at service review meetings with internal cross functional teams.

Responsibilities:

• Passion and drive for making customers happy and successful
• Builds and maintains a trusted advisor status partnership with the SOC and other cross functional team providing the MSS service
• Contributes to regular service improvement reviews with internal teams and recommend service improvement plans 
• Work with Project Managers when required and assists the customer in facilitating the co-ordination of any work required (upgrades, replacements and fixes) 
• Acts as a point of contact for service escalations by the clients
• Acts as the interface for escalations between the Client and SOC and other cross functional teams through to resolution and attends any escalation meetings if required
• Ensure that appropriate Managed Security Services personnel are available to support the agreed action plan for the duration of the escalation
• Documenting, supporting and improving operational processes related to the SOC Client Service Management and Service Delivery
• Interpretation of security incidents to actionable items and to make recommendations to customers

Requirements:

• Minimum 2 years of experience in customer success roles or experience in a cybersecurity operation  center
• Relevant Cybersecurity Certifications such as CISM, CISSP, GCIH, GNFA, CCSK, CRIST will be an added advantage
• Familiar with Kill Chain methodology, MITRE Att&ck, NIST Cybersecurity Framework, ISO 27001 and etc.
• Excellent team, relationship building skills
• Strong presentation and communication skills
• Experience in handing customer queries tactfully, ensure customer satisfaction, retentions and engagement.

Work location: Ang Mo Kio