Job Description

Position Overview

The Technical Account Manager is the central point of contact for their assigned NTT Security Clients; building solid trusted-advisor relationships with excellent service delivery, measured by client satisfaction and retention. They may also serve as an internal resource/consultant on unassigned clientele. Their proactive engagement, consultation and forward thinking, throughout the client’s lifecycle are critical to ensuring excellent service delivery.  The ideal candidate will have experience working with, or for, an MSSP and have proven experience advising clients on proper utilization of Managed Security Services and other SIEM tools. They will consult clients on industry best practices and generally accepted information security principles and assist clients in the development of information security strategies, frameworks and roadmaps.

Essential Functions

The Technical Account Manager, Client Management will manage multiple customer accounts as assigned, supporting and managing the entire lifecycle, post sales.  They will drive the NTTS Client portfolio to increase strategic position, regularly advise and consult on security posture and help identify upsell opportunities. He/she will provide oversight and traction to customers’ issue resolution and will establish and sustain close engagement with key stakeholders, namely sales, SOC, Engineering and Consulting teams.

The Technical Account Manager, Client Management will be an influential, decisive team member in stakeholder engagements. They will support clients in the development of information security strategies, frameworks and roadmaps and continuously evaluate market opportunities and shifts. They’ll rigorously identify and adjust to customer needs; ensuring value proposition.

The ideal individual in the Technical Account Manager, Client Management role will possess:

  • Commercial and Enterprise customer management experience across several IT disciplines
  • Customer Management experience across wide variety of IT projects, preferably in IT Security, virtualization and cloud security
  • Ability to advise clients on proper utilization of Managed Security Services and other SIEM tools to include:
    • Selection of logging devices and applications to support detection of advanced attack methods
    • Design of proper log collection architecture based on client environment and detection requirements
    • Interpretation of client risk and information security objectives to define effective security alerts priority of alerts, and escalation procedures
    • Understand, design and implement client reporting requirements
  • Ability to create resilient security architectures based on clients’ requirements and best security practices to detect and protect against advanced threats
  • Knowledge and experience working with a wide-range of enterprise technologies. Experience working with, but not limited to:
    • Security and Network devices
    • Managed Services, specifically Managed Security Services
    • Device Management and Cyber Security Incident Management
    • Enterprise Service Management (ESM) platforms such as ServiceNow
    • ITIL or similar process exposure
    • Quality standards knowledge; preferably certifications
    • Interpretation of security incidents to actionable items with recommendations.

Key Accountabilities

The Technical Account Manager, Client Management role will be accountable for:

Technical Reporting

  • Report delivery validation on the portal. Report(s) content validation – is / are they fit for purposes
  • Communications to the client / be able to articulate to the client the output of report
  • Billing information is available and relevant to contracts and service subscriptions

Infrastructure

  • Reviews events flowing across components, connectors / loggers
  • Capacity management / log retention – dashboard check / balance
  • Maintenance / version management, with documentation kept relevant – Contracts, Low Level Design, ServiceDesk representation

  End Device

  • Maintain the Asset Modelling data to ensure we have upto date list of feeding devices and identify critical assets
  • Provides a consolidated view of missing logs for devices, ensuring MSS are not the reason why but follow-up
  • Capacity distribution – regularly review the estate and ensure we are using the available infrastructure efficiently
  • Understand the future customer requirements to ensure we can prepare as appropriate for growth and accommodate traffic

  Content Validation

  • Regular reviews to ensure the rules are firing as required – may need to engage Content Team representative
  • Regular validation that the rule set is appropriate to client feeding technologies and tuned accordingly
  • Appreciation of future custom use case requirements for forward planning 
  • Facilitate conversations to advise on the expanding Standard Content on offer to client

In addition –

  • Executing on signed statements of work, including building timelines, identifying project resources, creating project plans, and other project management activities
  • Managing multiple customer accounts as assigned (services delivery, on-going customer care)
  • Building strong, meaningful “trusted advisor” relationships with clients on behalf of NTT Security
  • Providing on-call 24x7 escalation and problem resolution support for the SOC on behalf of your assigned clientele when necessary
  • Following processes to ensure that deliverables are completed on time with proper acknowledgments from key stakeholders
  • Providing status reporting to client and NTT Security teams including managing client interactions to ensure quality and completeness of services detailed status for all projects under management
  • Producing custom reviews and gap analysis for a multitude of different security platforms
  • Proactively identifying and immediately report potential project/service obstacles or risks, and own the resolution of such issues
  • Interacting and developing strong working relationships with internal NTT Security teams to provide solutions to complex technical issues
  • Maintenance / version management, with documentation kept relevant – Contracts, Low Level Design, Service Desk representation
  • Partnering with Sales and Account Management on contract renewals
  • Helping establish, foster, and grow relationships with assigned clientele and internal clients
  • Handle geographically dispersed stakeholders

Essential skills required of the role include:

  • Strong customer-facing and internal communication
  • Strong documentation rigour and skills
  • Ability and confidence to act with decisiveness on critical decisions
  • Active Listening
  • Critical Thinking
  • Deductive Reasoning
  • Problem Solving
  • Maintaining a professional demeanour and attitude while being assertive
  • Exercise influence over a wide range of individuals at all levels of technical & business leadership
  • Ability to multi-task and make sound judgments in a fast-paced environment.
  • Ability to challenge information if the response does not fit the situation
  • Strong interpersonal & relationship building
  • Ability to learn and develop quickly

Minimum Qualifications

  • Advanced experience in implementation and operational experience with enterprise SIEM tools
  • Previous security device installation, configuration and troubleshooting experience helpful
  • Previous multi-client consulting experience with client IT management
  • Knowledge of security models, industry best practices and generally accepted information security principles
  • Understanding of privacy, regulatory and compliance issues and development of enterprise wide security management programs
  • Experience managing customer accounts (services delivery, on-going customer care)
  • Strong project management skills
  • Excellent verbal and written communication skills
  • Ability to formulate and communicate highly technical and complex security concepts to both technical and non-technical audiences in a clear and effective manner
  • B.S., / BTech / BE in Information Technology or Information Security or equivalent work experience
  • CISSP / CISM / CISA certifications  


Job Segment: Information Technology, IT Manager, Account Manager, Engineer, Consulting, Technology, Sales, Engineering


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