About the job
As a Technical Customer Success Manager (TCSM) at Triskele Labs, you will be instrumental in empowering our SOC clients through expert analysis and actionable insights. In this dynamic role, you will engage with clients, conducting comprehensive quarterly review sessions, scrutinizing monthly reports, and developing trend analyses to provide a holistic perspective on security performance over the past and upcoming 90-day periods. Your contributions will not only enhance clients' security posture but also identify opportunities for expanding our service offerings, collaborating closely with the sales team to align on delivery enhancements.
Key Responsibilities:
- Facilitate quarterly client reviews, analyzing monthly SOC reports to extract and present critical trends and insights.
- Create detailed retrospective and forward-looking assessments every 90 days, offering strategic recommendations to bolster clients' security frameworks.
- Identify and recommend additional services to cater to clients’ evolving security needs, coordinating closely with the sales team on scope and delivery strategies.
- Serve as the primary point of contact for technical escalations, ensuring prompt and effective resolution of client inquiries.
- Partner with Account Management to enhance service delivery and operational efficiency.
Required Qualifications:
Technical Skills:
- Solid foundation in IT and cybersecurity, with experience in SOC environments, networking, or infrastructure management.
- Proficiency in security tools with the ability to interpret and communicate technical data effectively to clients.
- Demonstrable experience in providing client support, with a focus on analyzing and conveying complex information clearly.
Soft Skills:
- Outstanding communication and presentation skills to simplify technical concepts for clients of varying expertise levels.
- Ability to cultivate enduring client relationships, positioning yourself as a trusted technical advisor with a customer-centric mindset.
- Strong analytical skills for trend analysis, forecasting, and delivering data-driven recommendations.
- Meticulous attention to detail, ensuring that all reports and recommendations align with client needs and quality standards.
Client Engagement:
- Proven experience in managing client relationships, including leading review sessions and formulating strategic recommendations.
- Ability to conduct and present trend analyses in a structured quarterly review format.
- Dedication to identifying clients' needs and proactively proposing tailored solutions and services.
Personal Attributes:
- A passion for continuous learning and a proactive approach to self-improvement.
- A strong drive to deliver exceptional client support and achieve quarterly engagement goals.
- Capability to work effectively in a fast-paced, collaborative environment.

