Technical Account Specialist

Location: Israel
Status: Full-time, Hybrid: Office and Home

CyberMDX is a cyber startup located in Tel-Aviv. We are changing the way healthcare facilities are secured, and protecting the devices they rely on every day to save lives. As our market share grows across global locations, we are searching for a talented cyber expert, with a strong Customer-centric mindset.

You will play a key role in ensuring the product experience of our customers by helping our customers achieve their desired outcomes and maximize value from our product.In this role you will work in close interaction with Cyber Analysts, Product, and account managers.

Assume full ownership of the customer experience cycle, from designing the success & engagement plan, driving customer touchpoints, cadence to high satisfaction rates. The methodology for improving the customer experience will rely on developing customer empathy while driving data-science & automation.

Responsibilities

  • Ensure the customer gets real and tangible value - achieving superior customer experience outcomes
  • Responsible for measurement & improvement of customer engagement - executing the plan for customer engagement to drive value and achieving KPIs
  • Product and system expert - customization, improvements, and customer's requirements/insights working tightly with SE (making sure the product meets customer’s major expectations and use cases while providing feedback to the product team)
  • Responsible for on-going monitoring of system quality, data integrity and improvements
  • Coordinate and optimize R&D activities (new features development, cyber insights, bug fixes, feature requests, etc.) - serving as an internal advocate and client liaison
  • Customers expert line of support – addressing deeper and more complicated product issues (should be transferred to SE gradually)
  • Translate the company customer experience strategy into a day-to-day efficient, agile, and scalable operational machine
  • Partner with Business units, Product, CTO, and R&D units on identifying gaps, analyzing data, insights and actions to improve the customer experience from survey findings, complaints and field
  • Day to day tracking customer health, growth and satisfaction
  • Key member in the customer journey process: On-Boarding, Overall Project Design & Planning, training and support
  • Driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations
  • Contribute to product and offer improvement by providing lifecycle feedback

Must have capabilities/background

  • Demonstrate superb communication, organization, and time management skills, and able to effectively multitask through a number of diverse and complex problems
  • Fluent in English - speaking & writing
  • Excellent presentation skills (reports etc.)
  • Strong analytical capabilities
  • Experience in the cyber-security domain
  • A customer experience mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Creative and works well under pressure
  • Ability to work both independently as well as collaborate within the team; self-motivated and result-oriented
  • Analytical and process-oriented mindset

Advantages

  • >5 years’ work experience in a customer-facing and security technical role
  • Exprience in analyzing and investigating threat actors and malicious activity in client environments, and determine root cause
  • Programming scripting experience (Python, Ruby, Bash, etc.)
  • Deep knowledge/hands-on experience in TCP/IP, computer networking, routing, switching while working with networking protocol analyzers (i.e. Wireshark and Tcpdump)
  • Experience in running complex queries over databases of various types (SQL and non-SQL)
  • Good understanding of various security technologies such as SIEM, EDR, firewall, ect. and also security operations
  • Solid understanding of enterprise IT, networking, security concepts and technologies
  • Experience in supporting enterprise customers
  • Project management background
  • Relevant Bachelor’s degree; preference for computer science or related engineering degree