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Technical Engagement Manager (German speakers preferred)

Published date 3 weeks ago
Posted: 3 weeks ago
Company F-Secure
Company: F-Secure
End date May 4, 2024
Due date: May 4, 2024
Location Helsinki
Location: Helsinki

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.

WithSecure delivers research-led cyber security to defend organizations, society and people from real-world attacks and build resilience into their approach. Our people are a mix of technical and creative experts – diverse, talented, and passionate people – working tirelessly to help us advance the industry with new ways of thinking. They lead their own development, in and out of the office. They call the shots when it comes to building a place to call home in our organization.

As a Technical Engagement Manager , you will be joining our Customer Management team that looks after our Managed Services customer portfolio.

You will be responsible of 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 internal team project management making sure that your customers’ requests are being efficiently and proactively worked on. This role bridges technical expertise and excellent customer experience.

Key Responsibilities

  • Ownership of customer relationships and retention - This includes tasks such 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.

  • Communicate the value of our service - Make recommendations to improve a customer’s preventative controls using technical insights gleaned from findings and investigations generated in collaboration with our Security Posture Analyst team.

  • Customer Issues – Serving as an escalation point for customers; serve 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 required and time required to resolve the issue internally.

  • Customer Satisfaction - Develop service procedures, policies and standards ensuring flexibility and continuous improvement. This may include the 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.

What are we looking for?

  • Have excellent customer management skills and the ability to build long and trusting relationships.

  • Technical aptitude and able to communicate with technical people. Previous experience in IT sector is considered as an advantage.

  • Passion for cyber security and willingness to develop. Experience with Incident response, MDR and EDR solutions is seen as a major advantage.

  • A fantastic communicator with great interpersonal skills

  • A friendly, organized, proactive and positive person.

  • A problem-solver with the ability to explain things clearly to customers.

  • Patient and calm under pressure and enjoy working in a dynamic environment.

  • Fluent (written and spoken) in English. German language skills are considered as major advantage.

Bonus points

  • 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.