Proficio

Customer Success Manager

• Work with assigned customer base to understand current network security profile, identify gaps in this profile, and proactively work to expand Proficio service offerings on contract to close these gaps.
• Develop qualified client references throughout the portfolio and deliver appropriate acknowledgement for providing references
• Regular review and organization of pending customer tasks. This work includes follow up on overdue tasks in our queue, assignment of queue tasks to appropriate personnel, and adding meeting notes to tasks in progress.
• This role will work with the CSM team to understand current pain points and develop more efficient workflows.
• Work with our various service delivery teams to ensure new staff is given access to all customer environments required and terminated staff is removed from access lists. This work involves engagement with customers across multiple systems and frequent tracking with our internal teams. Quick access to systems is critical for our security teams to provide prompt response to security alerts!
• Act as the liaison between clients and internal departments (Engineering, SOC, Operations, Finance, Legal) to ensure timely completion of client initiatives, solve technical problems and propose new feature development
• Create and maintain project plans, track customer requirements, and translate customer requests into deliverables
• Develop and maintain strong relationships within assigned client segment to ensure maximum customer satisfaction and retention metrics
• Ensure quality standards are being consistently applied in the implementation of services
• Facilitate meetings with clients to ensure service delivery milestones are met
• Follow up and tracking of requests for custom development with our R&D team. The creation of new and customer features requires time, but our customers require feedback – this role bridges the two by providing real time updates to customization requests for our CSM staff.
• Organization of customer information across platforms. Proficio utilizes multiple systems to deliver services. These systems need to be continually updated to ensure that the information is correct downstream. This role will work to ensure that data replication is consistent amongst the most important operational platforms.
• Ensure security, availability, and confidentiality of all sensitive data collected, processed, or stored by this position

Client Success Manager

Engineer

• Act as the SME for initiatives that enhance EDR visibility, detection, and prevention for Windows, macOS, and Linux
• Develop and enhance SOAR workflows and playbooks, integrating them with EDR systems for more effective incident response and threat management
• Innovate and implement sophisticated SOAR solutions, including custom automated workflows and orchestration that address high-level security challenges
• Define and maintain strategy and roadmap for Carbon Black and CrowdStrike, and Sentinel One’s Detection functionalities with other team members, and other departments.
• Collaborate closely with SOC, Managed/Hosted SIEM team to understand threat and attack trends
• Utilize strategic insight and organizational skills to identify unmet customer needs, define use cases, and advance the functional capabilities of this offering
• Maintain, administer and provide end point security management tools (anti-virus, data loss prevention, web/spam filtering, etc.)
• Assist customers with viruses and system vulnerabilities/threats
• Implement efficiencies and create strategies to better detect/respond to cyber incidents, alerts and detections.
• Escalate detections/incidents/alerts to our customers through the ITSM/ITIL tools

MEDR Threat Engineer

Accountant

• The Senior Accountant provides critical accounting support to our global enterprise. This role will work GL entries and reconciliations for accounts such as payroll, accruals, and prepaids. Experience accounting for deferred revenue in a SaaS based company is a big plus.
• This role supports global accounting activities and helps to ensure our India resources for AP and AR have daily access to an accounting team member for work review and/or problem resolution. The AP team member handles bank reconciliations in addition to vendor payments and the AR role involves a very complex billing from contract process that requires extreme attention to detail.
• This role will help determine accounting treatment and classification for accounts such as Leave/PTO balances, benefits, and complex revenue streams. We seek a problem solver who can help move accounting work along when the US team is off shift!
• Our commission payment plan is complex and varies across multiple sales roles. The Senior Accountant will handle global commission calculations, which require ability to track and process payments across multiple types of compensation plans. This work requires close contact with AR regarding customer payments, ability to organize and track multiple commission scenarios, and an ability to quickly and accurately produce this work monthly for 4 different payroll cycles.
• Ensure security, availability, and confidentiality of all sensitive data collected, processed, or stored by this position