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SecurID - Senior Advisor, Account Services Management

Primary Location: New Cairo, Egypt

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SecurID - Senior Advisor, Account Services Management

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team!

Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management and communications at various levels during services engagements from tactical to strategic (Account Management Strategies).

Key Responsibilities:

  • Leads complex service delivery processes and associated projects.
  • Collaborates with internal resources and customer during escalations Leverages big data analysis to provide customer environment insight.
  • Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities.
  • Manages service delivery processes in a complex service delivery environment.
  • Develops resolutions to complex problems that require the frequent use of creativity.
  • Identifies and leads continuous improvement activities in support of customer or internal business processes.
  • Lead customer's onboarding, adoption, and expansion for RSA customers
  • Prepare structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.
  • Maintain customer satisfaction by engaging the right RSA resources, removing roadblocks, and influencing product roadmaps in support of our existing customers.
  • Ensure timely and successful customer on-boarding, enablement, and training to help customers realize the business value of our partnership and offerings
  • Develop a solid understanding of the customer's technical environment, business goals and best practices to recommend ideal solutions for success.
  • Provide feature guidance, demonstrations and walkthroughs to help customers realize the full potential and business benefit of product capabilities/features adoption.
  • Knowledge of market trends and competitive insights.
  • Experience with cloud and hybrid infrastructures, architecture designs, and migrations
  • Can leverage software solutions to solve customer needs.
  • Analyze current product usage and other success indicators to identify specific improvement opportunities for each customer based on a prescribed success plan.
  • Act as a trusted advisor to the customers. Build trust and confidence with customers through clear communication and by delivering on commitments.
  • Serve as relationship manager, customer advocate and subject matter expert of Cloud Services usage and business processes
  • Build and encourage strong customer executive relationships to develop a holistic and deep view of immediate needs and current programs.
  • Assist with support escalation team to ensure critical, business impacting issues are organized and resolved as quickly as possible
  • Ensure customer needs, challenges and insights are communicated and understood by Executives and other stakeholders in the Business Unit.
  • Work closely with sales, product management, and data analytics teams to drive customer adoption, renewals and expansion opportunities.
  • Drive retention and growth among our most valuable customers and helping them successfully rolling out of RSA SecurID Access.
  • Provide technical solutions and insights pertinent to customer need and usage scenarios.

Required Skills:

  • Possesses operational command of the business.
  • Ability to work effectively with senior management.
  • Customer focused.
  • Organizational skills; presentation skills.
  • Conflict resolution skills.
  • Cross-Functional skill.
  • Ability to influence others to achieve results.
  • Possesses strong product, technology and industry knowledge.
  • Possesses operational command of the business.
  • Excellent knowledge in Cloud/On premise Identity & Access Management (IAM)
  • Windows server administration knowledge
  • Moderate knowledge of Cloud Computing (Azure Administrator, Azure Fundamentals, Azure Security, AWS cloud Practitioner, Oracle Compute Cloud Service
  • Knowledge in Networks (CCNA routing & switching, CCNA Security, Wireshark)
  • Knowledge in SaaS apps Single Sign on (SSO) i.e., SAML 2.0, HFED/ Radius
  • Security concepts Knowledge

Education and Experience:

  • Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at rsa.global.talent.acquisition@rsa-cybersecurity.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.

Job ID: SECUR003438
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  • Account Services Management, New Cairo, Cairo Governorate, EgyptRemove