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Sr Analyst Account Services Management, Client Success (SecureWorks)

Account Services Mgmt
17000PVY Requisition #
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SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.

In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We've been consistently recognized by industry analysts, readers' polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.

Role Overview

The Client Success Specialist is the main ingestion point for all internal escalations and is responsible to address internal client emails, create escalation tickets and triage to the appropriate team in a timely manner. This role supports the entire SecureWorks organization and works very closely with internal operations to help remediate and resolve client satisfaction issues. Additional duties include, but are not limited to, following up on previous escalation to ensure that the issue is resolved, update and maintain the status of the issue within multiple CRM ticketing systems, escalate billing issues on the behalf of the sales organization, and perform routine tasks related to the Client Success organization.

Role Responsibilities
  • Work in a shift-based schedule to main support between 0700 ET - 1800 ET
  • Provide support to internal users globally that are having client satisfaction, operational and/or billing issues using excellent communication and client service skills
  • Meet all internal service level objectives that pertain to the Client Success organization
  • Follow established business processes and create/maintain any Client Success Specialist documentation as appropriate
  • Be able to understand complex security and/or operational request and quickly identify which internal team is able to remediate and resolve
  • Create and triage escalation tickets using multiple customer relation management tools
  • Have a core understanding of all of the products and services that SCWX offers
  • Accountable to follow up on prior escalations to ensure that the issue has been resolved and/or is still in progress to fix/resolve
  • Interact with internal teams to further understand the nature escalation prior to triaging and/or addressing the issue
  • Must obtain a high aptitude to work in a fast pace environment while still maintaining the same level of quality client service
As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.


  • 2-5 years of relevant experience or equivalent combination of education andworkexperience; undergraduate degree and 0-2 years of relevant experience
  • Excellent written and verbal communication skills, time management and organizational skills
  • Basic understanding of security operations and general security practices
  • Working knowledge of CRMs and ticketing systems
  • Knowledge of client service principles and commitment to client service
  • Knowledge of general software and internet applications
  • Self-motivated, team-oriented, accountable, and focused on exceeding customer expectations

  • Experience with a software company or 'security' specific previous role
  • Experian in Customer Success management or Customer service management.
  • Nice to have ITIL Foundation Course Certification
  • Working Knowledge of IT Operations


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