Job Description

Expertise On Demand is a prepaid, annual subscription that provides flexible access to Mandiant’s industry-recognized cybersecurity expertise and threat intelligence.  In addition to access to a range of cybersecurity services, the service provides on demand assistance from intelligence analysts and researchers, access to Mandiant intel holdings, daily threat media highlights and quarterly threat briefings.  

As a Customer Operations Analyst on the Expertise On Demand team, you will use your blend of customer service skills, cybersecurity awareness and business acumen, to connect our customers with the Mandiant expertise they need to solve their cybersecurity challenges. You will capture and evaluate our customers’ requests and identify the best ways to provide answers from Mandiant’s experts. You will support business processes required to deliver accurate financial and customer reporting.  

WHAT YOU WILL DO:  

• Interact with our customers to identify, scope, and drive actions related to requests for Expertise On Demand service delivery  

• Be responsible for documenting cases to reflect the actions taken, setting appropriate expectations, and informing customers of case status and next steps  

• Follow up with internal service delivery teams to ensure timely case closure 

• Provide exceptional interactions and deliver positive customer experience  

• Create opportunities to engage with our customers to drive service adoption  

• Deliver Client Onboarding webinars   

• Perform entitlement checks, provision new users and accounts   

• Support renewals campaigns - including reporting on health of the campaigns 

• Support Month-end revenue recognition processes 

• Identify opportunities to programmatically improve customer experience, drive projects under the guidance of leadership team 

• Strive to make our teams work as efficient as possible by improving or creating and automating processes,

Qualifications

MINIMUM REQUIREMENTS:  

• Experience working in customer facing environment with enterprise clients   

• Experience fielding questions and requests from clients, and providing timely and comprehensive responses to executive level clients  

• Excellent written English communication skills   

• Strong level of expertise in Microsoft suite of tools, Salesforce.com applications, Microsoft Power BI an advantage 

• Security and privacy focused, aware of broad cybersecurity landscape  

• Extremely detail oriented to support accurate financial reporting, comfortable working with data and reporting tools 

• 2+ years-experience of Sales Operations, Customer Operations or Sales Support experience in the technology industry

ADDITIONAL QUALIFICATIONS:  

• Problem solver with keen attention to detail, curious.  

• Excellent written and verbal communication skills  

• Commercial awareness  

• Thrives in a multi-tasking environment  

• Ability to understand broader business and financial issues and juggle multiple projects and tasks  

• Ability to work independently and excel in a fast growing/fast paced environment delivering accuracy

The role will include extensive coordination with multiple internal teams - Sales, Professional services, Incident Response, Intelligence, Sales Operations, Individual must be able to work in a team environment, be self-motivated, mature, well-organized and extremely detail-oriented.  

Additional Information

At Mandiant we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

This is a regionally-based role that must be located within the eastern time zone.