Principal Technical Support Specialist-CyberSecurity Sales(ArcSight Product)

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity:

The Security Operations (ArcSight) Specialist (SSS) has a technical background and is responsible for the successful adoption of our ArcSight Security solutions, for building value faster and for making the product successful in the customer environment. S/He will be a knowledgeable trusted advisor to the customer helping them achieve their business goals and drive greater business value. The objective of the SSS is to increase customer satisfaction, stop customer attrition and nurture innovation.

The SSS is one of the essential interfaces to the customer, accountable for the overall customer well-being. The SecOps Solution Specialist is responsible for constructing and executing individual “Get Well” plans for accounts at risk and for nurturing customers. Key activities include engaging continually with customers, establishing trusted relationships, acting as the customer advocate, defining with the customer a “desired” state and orchestrating OpenText functions towards that desired state.

Our Specialists work directly with customers to enhance their overall experience with ArcSight security products, coordinating resources on the OT side including R&D, sales, support, Professional Services and/or partners -- building a long-standing relationship with customers and the account teams. We are looking for people with a unique combination of technical expertise, enterprise implementation and project management, and excellent customer facing skills.

You Are Great At:

• Partner with the customer to establish a strategic roadmap for ArcSight product deployment, upgrade and potential expansion. Ability to design, discuss and drive reference architectures.
• Create, document and implement ArcSight best practices.
• Drive early adopters programs.
• Acting as a liaison between product management and the customer with a focus on communicating the roadmap, guiding customers while planning and managing their implementations and upgrades, and influencing the roadmaps based on customer input.
• Proactive management of customer satisfaction and supporting the renewals process to minimize customer attrition.
• Promoting opportunities for two-way communication between the customer and various groups.
• Ensuring the client takes advantage of best practices and fully leverages customer communities and other resources available as part of product and service contracts.
• Prioritizing, coordinating resources and driving resolution on escalated customer issues.
• Collaborate with sales teams to ensure growth attainment and footprint increase through identifying expansion opportunities.
• Help the customer identify risks to achieving their stated business goals.
• Efficiently and effectively manage customer related projects that require coordination between the customer, OpenText and its partners.

What It Takes:

• Customer facing role (consulting, Professional Services, CTO Office) that includes, but not limited to, issue resolution and escalation management at both the business owner and executive levels
• Deep understanding of ArcSight and SIEM technologies, ability to have deep technical discussion with customers. 7 to 10+ years of experience.
• Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
• Excellent verbal and written communication skills
• Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.
• Proficient in SaaS and on-prem technologies, Docker containers technology, SIEM technologies, security governance and compliance a plus.
• Bachelor degree required. Master/ PhD in Science preferred.
• Experience working in a multi-cultural global organization
• Willing to travel in-country and internationally (10%-25%)

Compensation : This job is expected to pay in the range of $140,000-$150,000 USD in addition to annual bonus, comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.