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Critical Account Program Manager
3 months ago
Description
Overview
Varonis is a world-class organization with a straightforward mission: protecting vulnerable data.
Did you know that on average, 20% of an organization's data is accessible to every employee? Seventy percent of attacks take months or years to discover. But not for our customers.
At Varonis, we see the world of cybersecurity differently.
Our customers always know where their most valuable data is – on premises or in the cloud. Only the right people have access to only the right data. With real-time awareness of how employees use data, our client’s flag and stop malicious behavior in its tracks.
We’re fighting a different battle than conventional cybersecurity companies, relentlessly focused on securing data. Data assets are the most valuable – and vulnerable – components of the global economy. Along with employees, data is at the heart of almost every organization, yet conventional cybersecurity solutions, by themselves, have failed to protect it.
Why join Varonis as Critical Account Program Manager?
As a Critical Accounts Program (CAP) Manager you will own, lead, and drive the highest level of critical customer escalations within Varonis Support. Escalations on Critical Accounts typically involve multiple products and/or service-related issues that may jeopardize the Varonis business relationship, and/or sales opportunities with key customers. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact. In leading the virtual team, you will collaborate closely with and work across various Varonis Support functional organizations with all levels of the company, from Support, Sales, Product management, and development Engineering. As a CAP Manager, you will also provide updates to management and Corporate Executives. This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within Varonis Support to get the job done
ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:
Define, implement, and maintain incident management methodology and processes End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring internal customer facing teams are updated timely and with sufficient quality, arranging discussions and updates as required Translate engineering deliverables into executive communication and lead situations when they go off track Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure During service outage events this role would be expected to perform the following:Act as Incident escalation focal point, identifying and resolving conflict and bottlenecksCreate action plans with named actions and deadlines, and be accountable for the delivery of that planEnsure that all modes of communication are effectively used throughout the incident life cycleContinuing to update the status page or post updates to other channels as the situation evolvesTake the technical information and articulate it in appropriate language for customer communications Document post incident recovery steps in order to establish Root Cause, aid in process improvements, identify deviations and to enable creation of content for the Knowledge Base Work with relevant stakeholders to ensure that formal RCA documents are published within agreed SLAs Proactive analysis of trends in incident and problem reports to assist in eliminating recurring incidentsEDUCATION, EXPERIENCE AND QUALIFICATIONS:
B.S. degree or equivalent experience 5+ years of experience in incident management, system optimization, process management, or operations Experience with designing and implementing incident management processes Experience managing critical incidents and outages in a SaaS organization Must have the capacity to spearhead the optimization of processes, analytics, and proactive strategy, and the drive to solve very complex business + data problems Must have excellent communication skills with the ability to communicate effectively across technical and business teams Must have the ability to work efficiently under pressure with minimal supervision and have demonstrated conflict and situation management skills Must understand ITIL and Agile methodologies Must be patient and eager to learn – will be dealing with many teams and many personalities Must be able to keep track of multiple moving parts and overlapping initiatives Ability to exhibit desirable and appropriate behavior including integrity, ability to get along with others, team playing industriousness, supportive communication, sense of urgency and confidentiality and independent judgement to provide for a cohesive working environment dedicated to achieving the organization’s goals.