The Security Baseline Technical Account Manager (TAM) is responsible for ensuring BCD CyberSecurity services and solutions provide an unrivaled experience producing exceptional satisfaction for BCD’s partners, and will lead the implementation of new solutions as they become available.
The TAM must have the ability to work across multiple internal groups, as well as communicate across all levels of a partner’s organization to ensure expectations are exceeded.
The TAM plays a critical role in maintaining partner satisfaction, as we are the Managed Security Service Provider (MSSP) for our partners around the globe.
Provide oversight and management on all aspects of CyberSecurity services and solutions, driving communication across multiple internal security teams (anti-virus, patch management, vulnerability management, log management, etc) as well as other BCD technical teams as needed (infrastructure, engineering, support) with the primary mission of ensuring BCD CyberSecurity solutions deliver an excellent partner experience.
Manage and grow relationships for new and existing partners.
Facilitate regular meetings with partner leadership and technical implementation teams providing critical solution statuses and / or updates.
Lead implementation and upgrade projects related to CyberSecurity Baseline components (anti-virus, vulnerability management, patch management & log management).
Understand the business outcomes required to support partner services
Analyze, identify and drive critical and escalated CyberSecurity issues to resolution.
Track internal CyberSecurity metrics, provide partners with SLA management and reporting metrics
Ensure change management procedures are being followed internally and communicated to partners
Bachelor’s Degree or relevant equivalent experience
Strong written and verbal communication skills
Excellent analytical, decision making, and problem resolution skills.
3 + years Security experience with an understanding of SOC operations, A / V and Vulnerability Management
3+ years Client / Customer / Partner Relationship experience with proven ability to grow and maintain these relationships
Ability to maintain positive working relationships across multiple internal teams and Executive leadership
Ability to present to client technical strategy and direction
Proficient in Microsoft Office, Microsoft Project, and other relevant Project Management tools
Ability to adhere to ITIL best practice methodologies, including Change Control and Service Delivery
Availability to work after hours and on-call responsibilities
ADDITIONAL EXPERIENCE PREFERRED
Broad technology background
ITIL Certification with experience in multiple areas including Service Strategy, Service Design, Service Transition, and Service Operation with Continual Process Improvement
Prior experience in Remote Hosted or Application Service Provider environments
Familiarity with IaaS, PaaS, SaaS, and other IT service offerings
Experience with Enterprise Virtualization, Hardware, Storage, and Networking technologies
Experience managing Service Level Agreements
Contract Negotiation, Supplier Relationship Management, or Client Service experience