Customer Incident Manager

Description

Exabeam is a global cybersecurity leader that delivers AI-driven security operations. High-integrity data ingestion, powerful analytics, and workflow automation power the industry's most advanced self-managed and cloud-native security operations platform for threat detection, investigation, and response (TDIR). With a history of leadership in SIEM and UEBA, and a legacy rooted in AI, Exabeam empowers global security teams to combat cyberthreats, mitigate risk, and streamline security operations. Learn more at www.exabeam.com.

The iMETA Customer Incident Manager is responsible for building strong relationships with clients, understanding their technical needs, and providing tailored resolution to key technical challenges. This role requires a blend of technical expertise, customer service skills, and business acumen. A deep understanding of software systems, excellent problem-solving skills, and the ability to work under pressure are essential. The Customer Incident Manager will collaborate with cross-functional teams, including engineering, product management, and quality assurance, to ensure timely and effective resolution of customer issues.

The essence of this role and those successful within it will be able to communicate complex problems in a succinct and effective way. Engagement with customers and cross-functional teams alike will be required in the command and resolution of complex systems. Through these efforts, partnering with our field team to align with key customer staff as well as serving the purpose of exceptional customer outcomes.

Key Responsibilities

• Manage and resolve high-priority software escalations from global support teams.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Serve as the primary technical liaison between the company and assigned key accounts.
• Provide regular updates to stakeholders on the status of escalated issues.
• Develop a deep understanding of customers' business objectives and technical environments.
• Provide proactive technical guidance and support to help customers optimize their use of our products.
• Collaborate with sales, engineering, and product teams to address customer needs in and out of escalation engagement.
• Conduct regular account engagements to ensure understanding of customer priorities, key projects, and IT/Technical changes impacting the environment.
• Manage and resolve technical issues, coordinating with internal teams to ensure timely resolution.
• Monitor customer health metrics and develop action plans to address any potential risks.

Qualifications

• Must be able to command and drive action through consistent, concise, and decisive communication standards.
• Ability to effectively communicate and set expectations with customers.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in software support or a related technical role.
• Proven experience in managing software escalations and resolving complex technical issues.
• Strong understanding of software development processes and methodologies.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, global environment.
• Strong leadership and team management skills.
• Experience with customer relationship management (CRM) and ticketing systems.
• Ability to travel internationally as needed.

Exabeam is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Exabeam and LogRhythm have merged. You can learn more about our cybersecurity powerhouse here.