Job Description

Expertise On Demand is a prepaid, annual subscription that provides flexible access to Mandiant’s industry-recognized cybersecurity expertise and threat intelligence.  In addition to access to a range of cyber security services, the service provides on demand assistance from intelligence analysts and researchers, access to Mandiant intel holdings, daily threat media highlights and quarterly threat briefings. 

As a Customer Operations Analyst on the Expertise On Demand team, you will use your blend of customer service skills, cybersecurity awareness and business acumen, to connect our customers with the Mandiant expertise they need to solve their cybersecurity challenges. You will capture and evaluate our customers’ requests and identify the best ways to provide answers from Mandiant’s experts. 

 WHAT YOU WILL DO:

• Interact with our customers to identify, scope, and drive actions related to requests for Expertise On Demand service delivery 
• Be responsible for documenting cases to reflect the actions taken, setting appropriate expectations and informing customers of case status and next steps 
• Provide solution(s) to accommodate customer needs in a professional timely fashion, over the lifetime of the Expertise On Demand request 
• Provide our customers and internal teams with guidance regarding available services  
• Develop an understanding of Mandiant services to communicate to our customers 
• Support renewals campaigns  
• Provide white-glove customer interactions and deliver positive customer experience 
• Create opportunities to engage with our customers to drive service adoption 
• Deliver Client Onboarding webinars  
• Perform entitlement checks, provision new users and accounts  
• Identify opportunities to programmatically improve customer experience 
• Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible

Qualifications

MINIMUM REQUIREMENTS:

• Experience working in customer facing environment with enterprise clients  
• Experience fielding questions and requests from clients, and providing timely and comprehensive responses to executive level clients 
• Excellent written English communication skills  
• Security and privacy focused, aware of broad cybersecurity landscape 
• Extremely detail oriented so as to support accurate financial reporting 
• 1+ years-experience of Sales Operations, Customer Operations or Sales Support experience in the technology industry

 DESIRED QUALIFICATIONS:

• Problem solver with keen attention to detail, curious. 
• Excellent written and verbal communication skills 
• Commercial awareness 
• Thrives in a Multi-tasking environment 
• Strong level of expertise in Microsoft suite of tools, Salesforce.com applications 
• Ability to understand broader business and financial issues and juggle multiple projects and tasks 
• Ability to work independently and excel in a fast growing/fast paced environment delivering accuracy 
• The role will include extensive coordination with multiple internal teams - Sales, Professional services, Incident Response, Intelligence, Sales Operations, Individual must be able to work in a team environment, be self-motivated, mature, well-organized and extremely detail-oriented

Additional Information

At Mandiant we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

This is a remote position for candidates living within the West Region of the US. 

Minimum Salary: $61,700. Final salary will be determined commensurately with cost of living, experience level, and/or any other legally permissible considerations. 

Incentive Compensation: Eligibility for annual bonus subject to individual and company performance; eligibility for award of Restricted Stock Units subject to eligibility requirements, approval from FireEye’s Compensation Committee, and vesting terms  

Benefits: Employer subsidized benefits include Medical, Dental, Vision, Life, and Disability Insurance. Subject to eligibility requirements, FireEye also offers the ability to participate in 401(k), Flexible Spending Accounts, Health Savings Accounts, Dependent Care Spending Accounts, and Employee Stock Purchase Program. FireEye also provides Paid Time Off, Flexible Paid Sick Time, and Paid Holidays.  

*Disclosure as required by sb19-085 (8-5-20)